When the unexpected strikes in cybersecurity, quick and decisive action can make all the difference.

On July 19, 2024, when millions of Windows PCs worldwide experienced system crashes due to an unexpected update from CrowdStrike, Team NTI was quick to spring into action. The incident, which impacted critical sectors like banking, healthcare, emergency services, and even the Department of Defense, demanded an immediate and coordinated response. Without hesitation, our team members Alexander Parsons, Alexsandra Estrada, and Tomas Ramirez took charge, demonstrating their ability to think on their feet and collaborate under pressure to restore normal operations swiftly.

Upon arrival, the team wasted no time in formulating a plan. They initiated coordination with CrowdStrike and the Unified Platform Security Team, testing and rolling out a manual and remote fix action. Their efforts were not only methodical but also impressively rapid. Within just 45 minutes, they had tested and deployed a viable fix, bringing workstations back to their operational state.

"Before I even came to work, I heard about it and even had customers contacting me, so when I walked in, I saw the team already gathering a plan of action, and I just trusted my teammates that we would be able to handle it,” said Alexsandra Estrada. Her confidence in her team and their ability to address the crisis effectively speaks volumes about the trust and synergy amongst her teammates.

Reflecting on the team's performance, Program Manager Joseph “JJ” Jackson said, "From a global outage perspective, it was a sight to see watching the team remain poised and truly work together to restore each workstation back to their operational state." His words highlight the calm and collaborative approach defined by the team.

The SEMS team’s response to the CrowdStrike outage is a testament to their expertise and dedication. Their ability to remain cool under pressure, coupled with their technical skill, ensured a swift resolution to a potentially disruptive issue. This incident underscores the importance of teamwork and preparedness in cybersecurity, and the SEMS team can be proud of the outstanding efforts of Alexander, Alexsandra, and Tomas.