Paths

Fundamentals of IT Operations

Authors: Heather Ackmann, David Davis, Bob Flisser, Fran Gilbane, Rich Gilbane, Mike Halsey, Justin Harris, Mark Ingram, Don Jones, Ed Liberman, Kunal D Mehta, Theresa Miller, Shari Oswald, Ben Piper, Brien Posey, Tim Warner, 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

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Operating Systems Networking Security Business Technology Helpdesk Windows 10 Microsoft Office

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Computing Essentials

Learn the fundamentals of computer software and operating systems.

Hardware for CompTIA A+ (220-901)

by Tim Warner

Dec 16, 2015 / 8h 43m

8h 43m

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Description

In this course, we perform a comprehensive survey of all interior and external personal computer (PC) hardware. The subject matter maps to every objective in the Hardware domain of the CompTIA A+ 220-901 certification exam. This is the second course in a series of five courses to prepare you for the CompTIA A+ 220-901 certification exam.

Table of contents
  1. BIOS/UEFI Tools36m
  2. Motherboard Components40m
  3. RAM Types40m
  4. PC Expansion Cards36m
  5. Storage Devices46m
  6. CPUs and Cooling42m
  7. PC Connection Interfaces33m
  8. The Power Supply29m
  9. Custom PC Configurations34m
  10. Display Types33m
  11. PC Connector Types28m
  12. Common Peripheral Devices37m
  13. SOHO Multifunction Devices35m
  14. Print and Image Technologies32m
  15. Printer Maintenance16m

Mobile Devices for CompTIA A+ (220-901)

by Tim Warner

Dec 16, 2015 / 2h 26m

2h 26m

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Description

This course covers every objective from the Mobile Devices domain of the CompTIA 220-901 certification exam. This is the fourth course in a series of five courses to prepare you for the CompTIA A+ 220-901 certification exam.

Table of contents
  1. Laptop Hardware and Components35m
  2. Laptop Display Components25m
  3. Laptop Features33m
  4. Other Mobile Devices27m
  5. Mobile Device Accessories and Ports25m

Windows Operating Systems for CompTIA A+ (220-902)

by Tim Warner

Dec 16, 2015 / 4h 29m

4h 29m

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Description

This course covers every Windows Operating Systems domain objective in the CompTIA A+ 220-902 exam blueprint. This is the second course in a series of six courses to prepare you for the CompTIA A+ 220-902 certification exam.

Table of contents
  1. Windows Features and Requirements41m
  2. Windows Installation39m
  3. Command-line Tools36m
  4. Windows Administrative Utilities40m
  5. Windows Control Panel36m
  6. Windows Networking39m
  7. Common Maintenance Procedures34m

Other Operating Systems & Technologies for CompTIA A+ (220-902)

by Tim Warner

Dec 16, 2015 / 4h 48m

4h 48m

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Description

This course covers every objective from the Other Operating Systems & Technologies domain of the CompTIA A+ 220-902 certification exam. This is the third course in a series of six courses to prepare you for the CompTIA A+ 220-902 certification exam.

Table of contents
  1. OS X Features and Functionality39m
  2. Basic Linux Commands38m
  3. Client-side Virtualization33m
  4. Basic Cloud Concepts39m
  5. Network Services40m
  6. Mobile OS Features35m
  7. Mobile Device Connectivity32m
  8. Mobile Device Synchronization28m

Operational Procedures for CompTIA A+ (220-902)

by Tim Warner

Dec 16, 2015 / 2h 22m

2h 22m

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Description

This course covers every single objective from the "Operational Procedures" content domain from the CompTIA A+ 220-902 certification exam. This is the sixth and final course in a series of six courses to prepare you for the CompTIA A+ 220-902 certification exam.

Table of contents
  1. Using Appropriate Safety Procedures27m
  2. Applying Appropriate Environmental Controls24m
  3. Addressing Prohibited Content and Activity39m
  4. Demonstrating Professionalism27m
  5. Explaining Troubleshooting Theory23m

Networking Essentials

Learn the basics of modern computer networking.

Networking for CompTIA A+ (220-901)

by Tim Warner

Dec 16, 2015 / 4h 34m

4h 34m

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Description

This course fully prepares you for the Networking domain of the CompTIA A+ 220-901 certification exam. This content also bookends quite nicely with our CompTIA Network+ learning path. This is the third course in a series of five courses to prepare you for the CompTIA A+ 220-901 certification exam.

Table of contents
  1. Network Cables and Connectors36m
  2. TCP/IP Basics38m
  3. Ports and Protocols31m
  4. Wi-Fi Networking32m
  5. SOHO Networking36m
  6. Internet Connection Types36m
  7. Network Architecture Devices35m
  8. Networking Tools27m

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

TCP/IP and Networking Fundamentals for IT Pros

by Ed Liberman

Oct 23, 2008 / 2h 5m

2h 5m

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Description

In this introductory course, you will learn all about TCP/IP and Networking Fundamentals. This course covers the basics of TCP/IP, networking, protocols, configuring IP addresses, binary numbers, CIDR, and IPv6. This course is designed for those who have little to no experience in TCP/IP and networking, but want to learn solid skills to build upon.

Table of contents
  1. Introduction to TCP/IP and Networking Fundamentals0m
  2. What is a Protocol?19m
  3. What is TCP/IP?16m
  4. Configuring an IP Address15m
  5. IP Address Planning18m
  6. Binary Numbers14m
  7. Internetworking16m
  8. CIDR13m
  9. Fundamentals of IPv611m

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.

Security for CompTIA A+ (220-902)

by Tim Warner

Dec 16, 2015 / 4h 31m

4h 31m

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Description

This course covers every objective in the Security domain of the CompTIA A+ 220-902 certification exam. This is the fourth course in a series of six courses to prepare you for the CompTIA A+ 220-902 certification exam.

Table of contents
  1. Common Security Threats and Vulnerabilities45m
  2. Common Prevention Methods40m
  3. Windows OS Security Settings39m
  4. Securing Workstations33m
  5. Securing Mobile Devices36m
  6. Data Destruction and Disposal Methods35m
  7. Securing SOHO Wireless and Wired Networks40m

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

Introduction to Virtualization

by David Davis

Apr 1, 2014 / 2h 30m

2h 30m

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Description

In this course, we’ll focus in on server virtualization, how it has helped so many enterprises, and what you would need to test and deploy it. We’ll review both VMware and Microsoft’s virtualization offerings available today and take a look at what it would be like to administer a virtual infrastructure. You’ll learn how to build a virtualization lab, gain an introduction to cloud computing, and find out what it would take to perform a mass consolidation of physical servers using server virtualization. Finally, you’ll learn about some valuable additional resources available for you to take the next step and learn more about virtualization!

Table of contents
  1. Course Introduction3m
  2. What Is Virtualization?23m
  3. Why You Need Server Virtualization22m
  4. What You Need to Test and Deploy Server Virtualization15m
  5. Overview of VMware's Virtualization Offerings17m
  6. Overview of Microsoft's Virtualization Offerings13m
  7. Building a Virtualization Lab24m
  8. Introduction to Cloud Computing12m
  9. Server Consolidation8m
  10. Learn More About Virtualization9m

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

Software Troubleshooting for CompTIA A+ (220-902)

by Tim Warner

Dec 16, 2015 / 2h 28m

2h 28m

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Description

This course covers every objective from the Software Troubleshooting domain of the CompTIA A+ 220-902 certification exam. This is the fifth course in a series of six courses to prepare you for the CompTIA A+ 220-902 certification exam.

Table of contents
  1. Troubleshooting PC OS Problems42m
  2. Troubleshooting PC Security Issues41m
  3. Troubleshooting Mobile OS and App Issues33m
  4. Troubleshooting Mobile OS Security Issues31m

Hardware & Network Troubleshooting for CompTIA A+ (220-901)

by Tim Warner

Dec 16, 2015 / 3h 59m

3h 59m

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Description

This course covers every objective in the Hardware & Network Troubleshooting content domain in the CompTIA A+ 220-901 certification exam. This is the fifth and final course in a series of five courses to prepare you for the CompTIA A+ 220-901 certification exam.

Table of contents
  1. Understanding the CompTIA Troubleshooting Model33m
  2. Troubleshooting the Motherboard36m
  3. Troubleshooting Storage37m
  4. Troubleshooting the Display30m
  5. Troubleshooting the Network35m
  6. Troubleshooting Mobile Devices35m
  7. Troubleshooting Printers30m

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.