El Capitan 101: OS X Support Essentials 10.11

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About this Course

This course provides an in-depth exploration of troubleshooting on OS X EL Capitan. Thecourse gives you a tour of the breadth of OS X El Capitan and the best methods for effectively supporting users of OS X El Capitan systems. The course is a combination of lectures and hands-on exercises that provide real-world experience.

Audience Profile

  • Help desk specialists, technical coordinators, service technicians, and others who support Mac users
  • Technical support personnel in businesses that use Mac computers
  • Technical coordinators or power users who manage networks of computers running OSX (such as teachers and technology specialists who manage networks or computer labs)

Course Outline

1. Installation

  • Prepare and partition the drive
  • Install OS X El Capitan
  • Use installer log files to verify successful installation
  • Configure OS X El Capitan with Setup Assistant
  • Update software with Software Update and Installer
  • Tips and techniques for troubleshooting installation problems

2. User Accounts

  • Create and manage user accounts
  • Create and manage administrator accounts
  • Locate directory attributes
  • Security
  • Password selection
  • Keychain
  • FileVault

3. File Systems

  • File systems supported by OS X El Capitan
  • File and directory ownership and permissions
  • Disk Utility and file repair
  • Using command line for file management

4. Data Management

  • The root volume
  • File system layout
  • Preferences
  • Frameworks
  • File types unique to OS X El Capitan (i.e., resource forks and packages)
  • Spotlight
  • File archives
  • Disk images
  • Archiving and restoring data with Time Machine
  • Managing backup data
  • How to access data outside of Time Machine

5. Applications and Processes

  • Applications supported in OS X El Capitan
  • Applications created with different developer APIs
  • The UNIX concept of a process
  • The relationship of processes and applications
  • Tools to monitoring and managing processes
  • Application preferences
  • Troubleshooting
  • Boot Camp

6. Network Configuration

  • Basic networking configuration
  • TCP/IP networking
  • Ethernet
  • AirPort
  • Multiple network connections
  • Appropriate use of network locations
  • Isolating and troubleshooting network elements

7. Network Services

  • Connecting to common network resources
  • Network Users accounts with Directory Services
  • AFP, SMB, SSH, FTP, and WebDAV connections
  • Bonjour
  • NetBIOS
  • The network browser
  • Isolating client software issues from network issues
  • Enabling network services on a OS X El Capitan client
  • Peer-to-peer collaboration
  • Sharing files between Macs and Windows
  • Sharing web documents
  • Screen sharing
  • Firewall
  • Techniques to isolate server issues from client and network issues

8. Peripherals and Printing

  • Connecting peripherals to a Mac
  • Cabling
  • Connections
  • Device drivers for common peripherals
  • Managing printers
  • Print-job management
  • Printer PPDs and PDF workflow
  • Techniques for isolating cabling
  • Driver or application issues

9. System Startup

  • Troubleshooting boot issues with a Mac at startup
  • Phases of the startup process
  • Which part of the system is active during each phase