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Mac OSX 10.8: Support Essentials (Mountain Lion 101)

OS X Support Essentials is a three-day, hands-on course that provides an in-depth exploration of troubleshooting on OS X 10.8 (Mountain Lion). This course is designed to give you a tour of the breadth and functionality of OS X Mountain Lion and the best methods for effectively supporting users of OS X Mountain Lion. The course is a combination of lectures and practical, hands-on study exercises that provide real-world experience.

This is the official, Apple Authorised course for Help desk specialists, service technicians and anyone who manages networks, computer labs or supports Mac users.

Having completed this course, you can take the Apple Certified Support Professional (ACSP) 10.8 exam at Media Training.

Pre-Course Requirements:
You should have a working knowledge of using a Mac and some basic troubleshooting experience.

  • Welcome
    • OS X Mountain Lion Certification

    Installing OS X Mountain Lion
    • Use the installer log files to verify a successful installation
    • Configure OS X Mountain Lion with the Setup Assistant
    • Using Software Update and Installer
    • Troubleshooting tips and techniques

    User Accounts
    • Create and manage user accounts
    • Create and manage administrator accounts
    • Locate directory attributes
    • Security password selection
    • Keychain
    • FileVault

    File Systems
    • File systems supported by OS X Mountain Lion
    • File and Directory ownership and permissions
    • Disk Utility and file repair
    • Using the command line for file management

    Data management
    • The root volume
    • File system layout
    • Frameworks
    • File types unique to OS X Mountain Lion
    • Spotlight
    • File archives
    • Disk images
    • Archiving and restoring date with Time Machine
    • Managing backup data
    • How to access date outside Time Machine

    Applications and processes
    • Applications supported by OS X Mountain Lion
    • Applications created with different developer APIs
    • The UNIX concept of a process
    • The relationship between processes and applications
    • Tools for monitoring and managing processes
    • Application preferences
    • Boot Camp

    Questions and answers

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

    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
    • Peer to peer collaboration
    • Sharing files between Macs and Windows
    • Sharing web documents
    • Screen sharing
    • Firewall techniques

    Peripherals and printing
    • Connecting peripherals to a Mac
    • Device drivers for common peripherals
    • Managing printers
    • Print-job management
    • Printer PPDs and PDF workflow
    • Techniques for isolating cabling, driver or application issues

    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
    • Issues that can arise
    • Automatic process launching with launchd
    • Login window startup items

    Questions and answers