Snow 101: Mac OS X Support Essentials 10.6 August 8, 2011

Course Descriptions

Mac OS X Support Essentials is a three-day, hands-on course that provides an in-depth exploration of troubleshooting on Mac OS X. This course is designed to give you a tour of the breadth of functionality of Mac OS X and the best methods for effectively supporting users of Mac OS X systems. The course is a combination of lectures and hands-on case study exercises that provide practical real-world experience.

Who should attend?

• Help desk specialists, technical coordinators, service technicians, and others who support Mac users
• Technical support personnel in businesses that use Macs for general productivity or creative design
• Technical coordinators or power users who manage networks of computers running Mac OS X such as teachers and technology specialists who manage classroom networks or computer labs
What You Will Learn
• The troubleshooting process and how to become more efficient with available tools and resources
• Mac OS X v10.6 features in depth, including how to find additional information
• How to prepare for Apple Certified Support Professional certification
Prerequisites
Students should have the following prerequisite knowledge prior to attending this course:
• Snow 100 course recommended but not mandatory
• Basic Mac OS X knowledge
• Basic troubleshooting experience

COURSE OUTLINE
Note: The curricula below comprise activities typically covered in a class at this skill level. The instructor may, at his/her discretion, adjust the lesson plan to meet the needs of the class.
Chapter 1: Installation
Prepare and partition the drive, install Mac OS X, use the installer log files to verify a successful installation, configure Mac OS X with the Setup Assistant, update software with Software Update and Installer, tips and techniques for troubleshooting an installation problem
Chapter 2: User Accounts
Create and manage user accounts, create and manage administrator accounts, locate directory attributes, security, password selection, Keychain, and FileVault
Chapter 3 - Command Line & Automation
Command line essentials including navigation and file manipulation. Basic scripting and automation using the shell, Automator and Applescript
Chapter 4 - File Systems
File systems supported by Mac OS X, file and directory ownership and permissions, Disk Utility and file repair, using the command line for file management
Chapter 5 - File Management
The root volume, file system layout, preferences, frameworks, file types unique to Mac OS X (i.e., resource forks and packages), Spotlight, file archives, disk images. archiving and restoring data with Time Machine, managing backup data, how to access the data outside of Time Machine
Chapter 6 - Applications
Applications supported in Mac OS X, 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
Chapter 7 - Network Configuration
Basic networking configuration, TCP/IP networking, Ethernet, AirPort, multiple network connections, appropriate use of network locations, isolating and troubleshooting network elements
Chapter 8 - 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 Mac OS X client, peer-to-peer collaboration, sharing files between Macs and Windows, sharing web documents, screen sharing, firewall as well as techniques to isolate server issues from client and network issues
Chapter 9 - Peripherals
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
Chapter 10 - Startup Process
Troubleshooting boot issues with a Mac at startup, phases of the startup process, which part of the system is active during each phase, issues that can arise, automatic process launching with launchd and login window startup items