macOS : support and troubleshooting

À la une :


Datessee my public calendar for open classes or trainer availability
Length2 days
Cost650 $/person including muffins and lunch onsite
WhereOnsite, or in a lab near you (INIS, métro Berri-UQAM)
The cost presumes this activity will be delivered in your organisation with your hardware/network and a minimum of 3 people participate.


(This is not an Apple Certified training) You are technical staff providing IT support to many users, all levels, but your actual real-time experience with macOS on Macs is either minimal, none, or you’ve been forced to learn this “other” OS on the fly to get your users back on track.

Here’s a dynamic 2-day training (+2 optional on server/deployment) that covers essential concepts, tools and tasks you need to know in supporting and troubleshooting this modern operating system.  These workshops were created for people with years of tech support on other systems and now need to get a “kickstart” on macOS to learn how it thinks, where its tools reside and what they’re called, how to fix disks, view and access hidden files, get network information, lock the BIOS and much more.

Answers to your questions, demonstrations and workshops that provide immediate feedback to students, the goal here is to help you provide the best user support on macOS systems.


  • Technical support staff, level 1 and 2
  • You already work in tech support on Mac, Windows or Linux
  • Working with macOS less than a year…

Day 1 :

  • Installation, Recovery HD, firmware locking,
  • File System, Disk Utility, invisibles,
  • Users and Keychain, FileVault,
  • Managing Apps, troubleshooting,
  • Networking & tools, config files, AirDrop and AirPlay

Day 2 :

  • Boot sequence, why all those startup keys?
  • launchd, your first malware creation…
  • MacOS’s built-in security, new SIP protection
  • Terminal (command-line), Automator, first scripts,
  • Some macOS features,
  • Troubleshooting overview
  • End of day (if optional days 3+4 are on) :
    • Create a bootable DeployStudio USB key
    • Create a disk image of a Mac with intent to clone it on another (task is done overnight)

Activities for days 1 & 2 have been tried and tested on the following university support staff members with high satisfaction evaluations :

  • Ottawa University
  • Carleton University
  • Université de Montréal
  • Bishop University
  • Université de Sherbrooke.

Days 3+4 (optional) :

  • 900$/person for the 2 days, lunch included
  • :
    • Introduction to the 20$;
    • Creating an Open Directory domain;
    • Configure and use of the software/app/item Caching service;
    • Comparing the Caching and (deprecated) Software Update services;
    • Review of Apple’s DEP and VPP programs;
    • Review of SSL certificates usage;
    • Review of network routing (firewalls vs routers vs open ports);
    • Configure Profile Manager in (MDM);
    • Strengths and weaknesses of Profile Manager;
    • Demystify per device, per device group, per user and user group management;
    • Managing devices with useful payloads;
  • DeployStudio, free deployment software for Macs;
    • Introduction to DeployStudio
    • Different operational modes (standalone, USB key, server, server farm…);
    • Setting up global essential services :
      • DHCP, DNS, BSDP
      • AFP, HTTP, NetInstall
    • Deploying images vs thin deployments;
    • Creating then deploying images;
    • Dealing with installation packages (.pkgs);
    • Automating deployment workflows;
    • Managing DeployStudio’s internal database for device personalization.

Workshop schedule

  • 8h30 to 16h30, or your preferred times;
  • muffins/donuts offered by the trainer;
  • one Mac per student;
  • concepts shown in front, participants will learn as they discover and practice;
  • personalized interventions, answers to all questions.

Hardware used

If you will be having an onsite training using your hardware, I can provide a short list of items and points to consider before having the activity.  If at INIS, a recent MacPro or iMac lab is provided for this workshop.

  • ### the Macs may be formatted, we do play with different tools
  • Internet access is supplied, wired and Wi-Fi
  • Bring your own 16 GB USB key to create a startup install disk
  • Bring your own USB/Firewire/Thunderbolt peripherals


Students will have access to a Moodle site with all contents, their login being valid for the next 3 weeks.  Most of the website’s contents will be provided to students in PDF form for future reference.

You are still invited to get Apple’s official technical reference guide if you wish to prepare to pass a certification test later.
– macOS Support Essentials 10.12 (Peachpit, Feb. 2017)


Information requests and enrolment via email please.

In Québec, I always hand out presence certificates from Emploi Québec (C.P.M.T.), and modify it slightly for Ontario and other provinces.

Assured fun and creativity in technical learning.


Mario BlaisCert_Trainer_Blk_1ln
Apple Certified Trainer 10.11
Apple Certified Technical Coordinator 10.11
Apple Certified Support Professional 10.11