Paths

Fundamentals of IT Operations

Authors: Heather Ackmann, Vlad Catrinescu, David Davis, Bob Flisser, Fran Gilbane, Rich Gilbane, Mike Halsey, Justin Harris, Mark Ingram, Don Jones, Daniel Lachance, Ed Liberman, Kunal D Mehta, Theresa Miller, Shari Oswald, Ben Piper, Brien Posey, Glenn Weadock, Alan Wright

This collection of courses provides newcomers with the first step they need to start a career in IT. After completing this path, learners should be prepared to begin an... Read more

Computing Essentials

Learn the fundamentals of computer software and operating systems.

Computer Fundamentals: Hardware

by Daniel Lachance

Jan 14, 2019 / 2h 42m

2h 42m

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Description

PC hardware options change at a rapid pace, and it can be difficult to know which hardware is needed to match a specific computing need. In this course, Computer Fundamentals: Hardware, you will learn about internal and external PC hardware options to support intelligent decisions regarding the acquisition and upgrade of PC systems. First, you'll learn about PC peripherals that add functionality to a system. Next, you'll explore cable and connector types, internal PC hardware components, and storage devices. Finally, you'll examine which printing technology addresses various needs and you'll learn how to configure a multi-function printing device. When you're finished with this course, you'll have a foundational knowledge of not only PC hardware components, but also of when they should be used.

Table of contents
  1. Course Overview1m
  2. PC Hardware and Use Cases42m
  3. Cables and Connectors24m
  4. Internal Hardware Components32m
  5. PC Storage37m
  6. Printer and Multi-function Devices24m

Computer Fundamentals: Mobile Devices

by Glenn Weadock

Jan 14, 2019 / 2h 33m

2h 33m

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Description

Aspiring computer technicians must be familiar with the wide world of mobile devices. In this course, Computer Fundamentals: Mobile Devices, you will learn foundational knowledge of configuring, securing, equipping, networking, and synchronizing mobile devices. First, you will see the hardware components of laptops and tablets, including memory, storage, system board, and display. Then, you will discover procedures for performing field upgrades and repair. After that, you will explore the different connectors and ports on today’s laptops, tablets, and phones, as well as the accessories that make them more convenient and practical. Next, you will be shown how to configure both wired and wireless network connectivity and set up e-mail on portable devices. Finally, you will delve into how to ensure that settings and preferences are consistent across multiple computers, and back up data files for safety and disaster recovery. When you are finished with this course, you will have the skills and knowledge of mobile computing needed to configure and support laptop, tablet, and smartphone users in a business environment.

Table of contents
  1. Course Overview1m
  2. Laptop Hardware and Components33m
  3. Laptop Display Components11m
  4. Laptop Features19m
  5. Types of Other Mobile Devices20m
  6. Accessories and Ports25m
  7. Network Connectivity and Application Support22m
  8. Device Synchronization19m

Computer Fundamentals: Operating Systems

by Glenn Weadock

Jan 14, 2019 / 3h 34m

3h 34m

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Description

Operating systems are the beating heart of computer systems: the hidden engine that makes everything else possible. Every IT professional must have a solid grounding in modern operating systems. In this course, Computer Fundamentals: Operating Systems, you will see the pros and cons of today’s most popular operating systems and how to set them up for productive and secure computing. First, you will work with different versions of Windows, decide between an in-place upgrade and a clean install, understand domain versus workgroup networking, and understand the basics of PowerShell. Then, you will understand how to build your own management consoles, install applications, set up Windows as a network client, navigate the Linux file system from the Terminal, and secure the macOS. Next, you will be able to navigate the maze of Windows control panels, utilities, and command-line tools and understand when to use which tool. Finally, you will know the best practices for ongoing operating system maintenance and management. By the end of this course, you’ll know the key features of the most popular operating systems: Windows, macOS, and Linux

Table of contents
  1. Course Overview1m
  2. Common Operating Systems and Their Purposes13m
  3. Features of Microsoft Windows Versions20m
  4. OS Installation Considerations and Upgrade Methods28m
  5. Using Microsoft Command-Line Tools24m
  6. Using Microsoft OS Features and Tools29m
  7. Using Windows Control Panel and Settings Utilities29m
  8. Application Installation and Configuration11m
  9. Configure Client-side Windows Networking26m
  10. macOS Features and Tools15m
  11. Linux Features and Tools13m

Computer Fundamentals: Operational Procedures

by Daniel Lachance

Jan 14, 2019 / 1h 41m

1h 41m

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Description

Organizations use standard sets of policies and procedures for the consistent application of best practices to ensure IT systems and data are functional and protected. In this course, Computer Fundamentals: Operational Procedures, you will first learn about IT documentation and how to conduct yourself in a professional manner. Next, you'll explore environmental factors, software licensing, how to follow safety guidelines when at work, options that enable centralized change management, and disaster recovery. Finally, you'll examine remote access protocols and the basics of script automation using PowerShell and Bash. By the end of this course you'll have a foundational understanding of best practices to protect and manage IT systems and data.

Table of contents
  1. Course Overview1m
  2. Documentation, Professionalism, and Environmental Factors30m
  3. Licensing, Privacy, and Playing It Safe17m
  4. Change Management and Disaster Recovery21m
  5. Scripting and Remote Access29m

Networking Essentials

Learn the basics of modern computer networking.

Computer Fundamentals: Networking

by Vlad Catrinescu

Jan 22, 2019 / 2h 12m

2h 12m

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Description

Computer networks are at the core of our everyday lives. While any wireless technology is often referred to as wireless, and most networked ones as simply a network, there are multiple different technologies, protocols, and configurations to be done to properly set up a network at home, or in an office. In this course, Computer Fundamentals: Networking, you will learn foundational knowledge of networking services and concepts. First, you will explore what the different networking concepts are. Next, you will discover the different hardware that you will find on a network. Finally, you will discover the different types of networks and internet connection types that are available and learn which one is the best for each scenario. When you’re finished with this course, you will have the skills and knowledge of networking needed to design and configure a home or small office network.

Table of contents
  1. Course Overview1m
  2. What Is Networking?5m
  3. Networking Hardware, Services, and Configuration Concepts52m
  4. Wireless and Internet Connection Types and Their Features31m
  5. IoT Devices and the Smart Home10m
  6. Install and Configure a Basic Home and Small Business Network25m
  7. Course Conclusion4m

Microsoft MTA: Networking Fundamentals Part 1

by Ed Liberman

Feb 21, 2012 / 4h 18m

4h 18m

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Description

Part 1 of 2 in the Microsoft MTA: Networking Fundamentals series. If you're at all interested in computing technologies, you probably find yourself asking what is a network or what exactly is a protocol? Beginners in the computer world looking to actually start working with computer networks should be building up a technical background with computer networking standards. This course is designed for those who have little to no experience in networking, but want to learn solid skills to build upon.

Table of contents
  1. Getting Started with Networking Fundamentals15m
  2. Basic Networking Fundamentals16m
  3. Wired Network Media29m
  4. Network Topologies25m
  5. OSI Model27m
  6. TCP/IP Communication28m
  7. IP Addressing1h 18m
  8. TCP/IP Command Line Tools37m

Microsoft MTA: Networking Fundamentals Part 2

by Ed Liberman

Feb 21, 2012 / 3h 47m

3h 47m

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Description

Part 2 of 2 in the Microsoft MTA: Networking Fundamentals series. If you're at all interested in computing technologies, you probably find yourself asking what is a network or what exactly is a protocol? Beginners in the computer world looking to actually start working with computer networks should be building up a technical background with computer networking standards. This course is designed for those who have little to no experience in networking, but want to learn solid skills to build upon.

Table of contents
  1. Name Resolution36m
  2. DHCP27m
  3. Routing22m
  4. Remote Desktop Services (RDS)14m
  5. Wireless Networking31m
  6. Network Security37m
  7. IPv6 Fundamentals21m
  8. Preparing for Your Networking Fundamentals (98-366) Exam26m
  9. Next Steps9m

Practical Networking

by Ben Piper

Apr 30, 2015 / 3h 26m

3h 26m

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Description

In this course, you'll get a practical, hands-on understanding of how to troubleshoot network-related issues. You'll learn all about IPv4 and IPv6 network connectivity, how devices connect to the Internet, how data gets from end to end, how to read a network topology diagram, and more. We also cover specific network troubleshooting techniques and commands including ping, tracert, netsh, ipconfig, and netstat.

Table of contents
  1. Introduction to Internetworking21m
  2. Understanding Internet Connectivity23m
  3. Network Troubleshooting Methodology33m
  4. Troubleshooting Physical and Layer 2 Connectivity20m
  5. Troubleshooting IP Connectivity20m
  6. Troubleshooting Applications and the Transport Layer13m
  7. Isolating Problem Scopes and Causes26m
  8. Web Browsers and HTTP/HTTPS15m
  9. Troubleshooting Network Latency32m

IT Security Essentials

Learn the basics of IT and networking security.

Computer Fundamentals: Security

by Glenn Weadock

Jan 14, 2019 / 2h 39m

2h 39m

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Description

Aspiring computer technicians must be able to implement security, one of the most important concerns of any IT organization. In this course, Computer Fundamentals: Security, youlll learn the fundamentals of all aspects of computer security. First, you’ll discover elements of physical security such as locks, badges, smartcards and hardware tokens. Then, you’ll learn about secure authentication, “least privilege” protection, permissions, and encryption, with a focus on wireless security and malware prevention, including social engineering attacks such as phishing. Finally, you'll see the laundry list of best practices for securing workstations, mobile devices, and SOHO routers. When you’re finished with this course, you'll be well prepared to implement strong security measures in your organization and prevent the most common security threats from damaging your organization’s systems, data, and people.

Table of contents
  1. Course Overview1m
  2. Physical Security13m
  3. Logical Security21m
  4. Wireless Authentication and Encryption11m
  5. Malware Prevention21m
  6. Social Engineering, Threats, and Vulnerabilities15m
  7. Permissions and Encryption in Windows25m
  8. Securing Workstations: Best Practices17m
  9. Securing Mobile Devices12m
  10. Decommissioning Storage Securely8m
  11. Securing SOHO Networks11m

Microsoft MTA: Security Fundamentals

by Don Jones

Apr 17, 2012 / 5h 47m

5h 47m

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Description

This is a practical course for a beginner looking to gain a baseline knowledge in the world of IT security. This practical course moves you from basic concepts right into real-world implementations, cementing new knowledge by giving you the opportunity to immediately see it in action and practice it for yourself. You'll learn security basics like the three "A's" of security (authentication, authorization, and accounting. You'll also learn how the Windows operating system secures files, websites, users, mail servers, and more.

Table of contents
  1. Getting Started with Security Fundamentals2m
  2. Introducing Security25m
  3. Physical Security as the First Line of Defense11m
  4. Starting Security with Authentication29m
  5. Authentication Basics19m
  6. Active Directory15m
  7. Using Encryption to Protect Data21m
  8. Securing Files via NTFS14m
  9. Sharing Drives and Folders12m
  10. Introducing the Registry11m
  11. Using IPSec16m
  12. Using Auditing11m
  13. Enhancing Security via Password Policies19m
  14. Managing Security via Role-Based Access Control10m
  15. Using Dedicated Firewalls to Protect a Network16m
  16. Controlling Access with Network Access Protection7m
  17. Using Isolation to Protect the Network18m
  18. Protecting Data with Protocol Security12m
  19. Securing Wireless Networks8m
  20. Protecting Client Computers19m
  21. Protecting E-Mail Services5m
  22. Securing Web Browsers13m
  23. Protecting Servers7m
  24. Protecting Web Servers8m
  25. Preparing for Your Security Fundamentals (98-367) Exam4m
  26. Next Steps2m

End User Security Awareness

by Brien Posey

Aug 9, 2016 / 1h 10m

1h 10m

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Description

Do you have security concerns as more and more of your personal and business information flows through technology? This course will teach you the basic concepts of end user security awareness including how to be proactive on the road, at work, and in your home.

Table of contents
  1. Introduction1m
  2. Strong Passwords7m
  3. Social Engineering5m
  4. Cyber Security5m
  5. Phishing/Spear Phishing/Whaling6m
  6. How Physical and Information Security Complement Each Other5m
  7. Safer Digital Communications at Work6m
  8. Malware at Work7m
  9. Mobile Device Security5m
  10. Security for Cloud Services5m
  11. Identifying Personally Identifiable Information7m
  12. Better Security on the Road6m

Business Technology Essentials

Learn about the key components of modern business technology infrastructure.

Introduction to Business Information Technology

by Kunal D Mehta

Jun 5, 2015 / 1h 54m

1h 54m

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Description

This course will give you a high level technical overview of the IT industry - its classification, how things work in organizations, core components of an infrastructure like server and services, networking, and storage. Then we'll cover the essentials of software development where you'll get to know about the most popular types of applications, languages, and platforms. The target audience of this course are people who are new to IT, want to learn about the bits and pieces of the IT industry, and want to understand the skills required to get their first job, on their way to pursue a career in IT.

Table of contents
  1. Welcome to IT!14m
  2. Business Technology Infrastructure47m
  3. Business Software Development26m
  4. IT Management13m
  5. Staying Ahead Throughout Your Career12m

Virtualization: The Big Picture

by David Davis

Feb 14, 2018 / 59m

59m

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Description

New to virtualization? This course is one of the best entry-level virtualization courses you will find. In this course, Virtualization: The Big Picture, you’ll learn why you need virtualization and the basics of how it works. First, you'll gain an understanding of the IT challenge before virtualization then discover how virtualization solves these challenges by making IT more efficient, lowering costs, improving availability, and making the business more agile. From there, you’ll learn how the virtualization hypervisor uses abstraction to provide these incredible benefits. Finally, you’ll explore how virtualization is used in the public cloud. By the end of this course, you'll truly understand what virtualization is, how it can help you, and, most importantly, feel comfortable with virtualization.

Table of contents
  1. Course Overview1m
  2. Introduction3m
  3. What Is Virtualization?21m
  4. Why Do You Need to Learn Virtualization?27m
  5. Virtualization: What's Next?4m

Getting Started with Microsoft Messaging Fundamentals

by Justin Harris

Jul 3, 2015 / 3h 4m

3h 4m

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Description

This is a beginner course that will serve as the first step in understanding how a Microsoft-based messaging system works. The basic concepts of Microsoft Exchange and Office 365 will be explained, as will the day-to-day administrative tasks that need to be completed. Common problems that surface while administrating Microsoft Exchange, Office 365, and user connectivity methods will be thoroughly examined. The proper troubleshooting steps required to resolve these issues will also be discussed and then demonstrated to ensure the student has a solid understanding of these important concepts.

Table of contents
  1. Introduction3m
  2. Understanding SMTP17m
  3. What Is Microsoft Exchange & Office 365?32m
  4. Understanding Active Directory & Azure Active Directory20m
  5. Understanding Microsoft Exchange On-premises25m
  6. Understanding Client Connectivity to Microsoft Exchange25m
  7. Troubleshooting Client Connectivity to Microsoft Exchange33m
  8. Creating and Managing Objects within Microsoft Exchange26m

Basic Administration of SharePoint 2016

by Mark Ingram

Feb 7, 2017 / 1h 43m

1h 43m

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Description

SharePoint adoption is increasing rapidly on premises and in the cloud. Don't get left behind, because no matter your current skill set or IT interests, there are one or more areas of SharePoint to build your career around. In this course, Basic Administration of SharePoint 2016, you'll learn to configure and deploy SharePoint. First, you'll delve into SharePoint farm architecture basics. Next, you'll explore the creation and configuration of web applications. Finally, you'll learn how to create site collections and sites, and what you can do with them. By the end of this course, you'll know how to set up SharePoint in a small test environment and be ready to move that farm to a limited production environment.

Table of contents
  1. Course Overview1m
  2. Introducing SharePoint 2016 Basic Administration2m
  3. Creating and Configuring Web Applications30m
  4. Creating and Configuring Site Collections and Sites32m
  5. Creating and Configuring Service Applications14m
  6. Managing Users and Permissions18m
  7. Recapping the Journey2m

Help Desk Essentials

Learn the core skills needed for success as part of a customer support team.

Help Desk Essentials: Customer Interaction

by Fran Gilbane

Jan 5, 2016 / 3h 24m

3h 24m

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Description

This course will help improve the soft skills and customer service skills of both new and existing IT help desk employees.

Table of contents
  1. Introduction3m
  2. Perceptions26m
  3. Language46m
  4. Communication29m
  5. Call Opening17m
  6. The Body of the Call40m
  7. Closing the Call18m
  8. After the Call22m

Understanding Customer Service Processes and Procedures

by Theresa Miller

Oct 17, 2016 / 1h 2m

1h 2m

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Description

Do you strive to increase customer service satisfaction for your company? In this course, Understanding Customer Service Processes and Procedures, you will follow the path of a company that requires customer service processes to improve their overall customer experience. First, you will learn the value of support center customer service policies. Next, you'll learn about customer service processes and procedures. Finally, you will learn all about flow charts, FAQs, and more. When you are finished with this course, you will have the skills and knowledge needed to ensure a successful customer experience.

Table of contents
  1. Course Overview1m
  2. Understanding the Value of Help Desk Processes and Procedures28m
  3. Using Flow Charts for Your Customer Support Needs17m
  4. Implementing a Troubleshooting FAQ Knowledge Base14m

Support Center Tools, Technologies, and Metrics

by Theresa Miller

Nov 21, 2016 / 58m

58m

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Description

Have you noticed that your company's overall customer support satisfaction needs to be improved, but don't know where or how to start? In this course, Support Center Tools, Technologies, and Metrics, you'll learn how to optimize best practices to ensure the best customer experience. First, you will gain an understanding of the value of evaluating your processes and procedures through an operation excellence model. Next, you will learn about Support Center toolsets and how to leverage them to achieve your business goals. Finally, you'll learn how to evaluate metrics through an operational excellence model. When you are finished with this course, you will have the knowledge and skills necessary to achieve the ultimate Support Center success.

Table of contents
  1. Course Overview1m
  2. Understanding Problem Solving Through Operational Excellence19m
  3. Service Center Toolsets14m
  4. Metrics Evaluation Through an Operational Excellence Model23m

Dealing with Irrational Customers and Escalating Complaints

by Theresa Miller

Mar 1, 2017 / 40m

40m

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Description

A successful Support Center is prepared for any customer situation. In this course, Dealing with Irrational Customers and Escalating Complaints, you will learn to educate your staff about dealing with irrational customers. First, you will delve into the steps your organization must understand to ensure that even the worst situation is resolved with a great customer service experience. Next, you will learn about maintaining professionalism. Last, you will dive into complaint escalation techniques. When you are finished with this course, you will have the knowledge and skills necessary to deal with any stressful customer service situations your organization might face.

Table of contents
  1. Course Overview1m
  2. Maintaining a Professional Approach15m
  3. Dealing with Irrational Customers12m
  4. Complaint Escalation Techniques11m

Technology Troubleshooting Essentials

by Mike Halsey

Jun 17, 2015 / 2h 6m

2h 6m

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Description

IT Systems are hugely complicated, with almost infinite combinations of hardware, software, and peripherals. When you factor in environmental considerations and human error, troubleshooting any problem can be extremely difficult. In this course, you’ll learn the methodologies and processes of troubleshooting, how to reproduce and diagnose problems and issues, and how to fully and accurately document them for engineers and support personnel.

Table of contents
  1. IT System Troubleshooting Methodologies38m
  2. Understanding IT Systems and the Things That Can Affect Them30m
  3. Documenting Problems & Solutions for Support Personnel & Engineers28m
  4. Remotely Supporting Users and Replicating Problems29m

Computer Fundamentals: Software Troubleshooting

by Daniel Lachance

Jan 14, 2019 / 1h 28m

1h 28m

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Description

Enterprises often use consistent software settings to facilitate installation and troubleshooting of operating systems and application software. In this course, Computer Fundamentals: Software Troubleshooting, you will learn how to diagnose software issues and how to protect systems against malware. First, you'll learn how to fix common Windows boot problems along with how to fix common mobile device operating system configuration issues. Next, you'll gain insight as to how mobile devices can be hardened from a centralized tool. Finally, you'll discover how to identify malware types and take steps to prevent and eradicate malware. When you're finished with this course, you'll have the skills necessary to solve software issues and harden mobile devices.

Table of contents
  1. Course Overview1m
  2. Solving Microsoft Windows OS Issues37m
  3. Solving Mobile OS Issues21m
  4. Malware Mitigation27m

Computer Fundamentals: Hardware and Network Troubleshooting

by Daniel Lachance

Jan 14, 2019 / 1h 58m

1h 58m

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Description

A structured approach to solving computing problems results in cost savings and quicker problem resolution times. In this course, Computer Fundamentals: Hardware and Network Troubleshooting, you will apply troubleshooting steps to a variety of problems. First, you'll learn about the 6-step troubleshooting methodology. Next, you'll see how this methodology is applied to solving issues related to power, hardware components, displays, and printers. Finally, you'll explore how to quickly resolve issues related to mobile devices. When you're finished with this course, you'll know how to effectively apply troubleshooting steps to IT issues.

Table of contents
  1. Course Overview1m
  2. The Troubleshooting Methodology26m
  3. Solving Hardware and Storage Issues29m
  4. Solving Display and Printing Issues25m
  5. Solving Mobile Device and Network Issues36m

Microsoft Windows and Office Essentials

Learn the basics of these key productivity applications.

Introduction to Windows 10

by Alan Wright

Nov 23, 2015 / 1h 22m

1h 22m

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Description

Quickly get up and running with Windows 10! Busy business professionals will learn all about the basic operations, functions, and features of Windows 10. You'll learn the ins and outs of the start menu, taskbar, and Windows 10 apps. You'll explore basic operations and learn to search and surf in Windows 10.

Table of contents
  1. Getting Started9m
  2. The Start Menu5m
  3. The Taskbar and Accessibility13m
  4. Getting Started with Windows 10 Apps13m
  5. Exploring Basic Operations21m
  6. Searching and Surfing with Windows 1019m

Windows 10 Foundations

by Alan Wright

Dec 8, 2015 / 1h 33m

1h 33m

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Description

Go beyond the basics in this Windows 10 Foundations course. Busy business professionals will learn about new ways to personalize and customize their Windows 10 experience. Learn about popular Windows 10 apps and learn to configure them. Learn Microsoft Edge and how to use Cortana, and much more.

Table of contents
  1. Personalizing Windows 1016m
  2. Configuring Must-have Windows 10 Apps19m
  3. Popular Windows 10 Apps23m
  4. Microsoft Edge10m
  5. Social and Entertainment Windows 10 Apps24m

Microsoft Word (2016): Essentials

by Heather Ackmann

May 4, 2016 / 1h 32m

1h 32m

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Description

Interested in learning how to use Microsoft Word for your job or daily personal use? This course is the one for you! In this course, you will learn how to get started in Word 2016 by exploring the toolbar, ribbon, and changes from previous versions. Next you will learn about all the different things you can do when working with a document in Word 2016. Finally, this course will teach you important information about formatting and working with text and paragraphs to create the perfect finished document. By the end of this course, you'll know your way around Microsoft Word and you'll be able to use its many features for a variety of projects.

Table of contents
  1. Getting Started46m
  2. Working with Documents14m
  3. Formatting Text and Paragraphs30m

Excel 2016 for Windows and Mac: Essentials

by Bob Flisser

Dec 21, 2015 / 2h 53m

2h 53m

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Description

Learn the fundamentals of using and creating Excel spreadsheets, including entering and editing data, managing lists, writing formulas and using functions, formatting sheets, and printing your work.

Table of contents
  1. Getting Acquainted with Excel47m
  2. Data Entry Techniques13m
  3. Managing Lists with Excel 201636m
  4. Calculating with Formulas and Functions27m
  5. Formatting Worksheets27m
  6. Printing Worksheets21m

Using Outlook (2016)

by Shari Oswald

Apr 6, 2016 / 3h 20m

3h 20m

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Description

This course introduces the new and improved features of Microsoft Outlook 2016. You'll become familiar with the layout of the Outlook environment, learn best practices for working with and managing email, and how to use the calendar, contacts, and tasks.

Table of contents
  1. The Basics of Outlook 201615m
  2. Working with Email25m
  3. Managing Mail48m
  4. Working with the Calendar24m
  5. Working with Contacts14m
  6. Working with Tasks17m
  7. Other Items56m

What you will learn

  • Computer Software
  • Operating Systems
  • Networking Essentials
  • Security Essentials
  • Business Technology Infrastructure
  • Helpdesk Essentials
  • Windows 10
  • Microsoft Office 2016

Pre-requisites

No prerequisites are required for this path.