EU GDPR – The Final Countdown

In May 1986, a little-known Swedish band called Europe released their international breakthrough album, The Final Countdown – topping the charts in 25 countries. Thirty years later in May 2016, the European Commission released the official EU General Data Protection Regulation (GDPR) – another international breakthrough with a far greater global impact, albeit on the data privacy and protection landscape. But when legislation becomes law on May 25th 2018, will you be prepared? With just one year left, it’s the final countdown.

The Requirement for Security Independence in a Virtualized (or Cloud) (or Virtual) World

As we evolve more and more to complete self-contained services like the mainstream Cloud services of Microsoft, Amazon, IBM and Google, I often express concerns about the Cyber aspects being coupled.  Enterprises and users are, if they haven’t already, getting more and more comfortable with giving up their physical/virtual servers, applications and storage but are not, and should not, be comfortable giving up control of their sensitive data.  The shared responsibility models of Cloud Services Providers (CSPs) delineates between the physical aspects (network, disks, memory, etc.) and the responsibility of what resides in the storage and computer.

4 Building Blocks of an Exceptional Customer Experience Foundation

Since I became Senior Manager of Technical Support at WinMagic about seven months ago, my mandate has been to take the support organization here to the point where they were consistently delivering an exceptional customer experience. To do that, I needed to build a solid foundation using the skills and observations that I have acquired from elsewhere. My first step in this was to audit the technical support team and identify areas where improvement was needed or more focus needed to be applied. Through observation, looking at the metrics that were being gathered, and even learning the product so that I could take customer calls in the interest of seeing firsthand what customers experience was, I was able to come up with these key building blocks as part of my foundation for exceptional customer experience. Since February 1st, we’ve been tracking these key items:

SEDs, Sleep and Hibernation

I have written about the security implications of using sleep with encrypted drives in the past  and have offered both short term and longer term solutions that would allow users to use sleep under some conditions and not risk (too much) a data breach.   Today I am writing to offer another, common sense, alternative: Just don’t use sleep because you don’t really need it.

Approaches Canadian SMBs Are Taking to Become Secure

One of many common denominators that modern corporations face regardless of size, industry vertical and revenue is technical vulnerability. Without reiterating the monetary impact and disruption to business that IT attack’s result in, taking a proactive and engaged approach is your best defense. The reality of the starting point is that Canadian small and medium businesses are faced with obstacles right off the bat such as:

HIPAA in 2017 and Beyond: If you fail to plan, you are planning to fail

Another day, another breach. In a relatively unsurprising start to 2017, healthcare breaches are on track to reach new heights (or is it depths?). In what has become a somewhat satirical annual tradition, analysts forecast upcoming breach trends for the notoriously hard hit healthcare industry, and title each year with a fitting name. In 2015, it kicked off with the Year of the Healthcare Breach. In 2016, it was the Rise of Ransomware. So as I was reading about yet another breach in April, a question came to mind, what will “Year of the” be for 2017?

Why Average Handle Time Doesn’t Equal An Exceptional Customer Experience

Have you ever called a contact center within a company because you had an issue, and felt like you were being “hurried” off the phone? If you’ve had that experience, there’s a reason for you feeling that way. Which is that the contact center that you were calling is actually trying to “hurry” you off the phone. Let me give you the inside scoop as to why you are being “hurried” to hang up from a contact center.

Coaching: The Key Tool for Successful Support Teams

I’m passionate when it comes to coaching and developing a Tech Support team. Because when you make a sincere effort to coach and develop Tech Support agents, it results in a more engaged agent who delivers world class support. One who will go above and beyond not because they feel they have to, but because their efforts are validated by those that they report to and by the customers they assist. This is important because a Tech Support team talks to customers more often than any other part of an organization such as WinMagic which makes what they do very crucial to the success of that organization. I use a number of tools to make sure my coaching is effective as possible.

5 Questions Security Professionals Should ask as they Move to the Cloud

Have you heard of the great migration of Modern IT to the Cloud? It’s not new, revolutionary or innovative, and many enterprises are doing it.  But what we are seeing is, regardless of industry, migrating to a cloud solution is occurring for a myriad of different reasons – from strategic reasons, to the flexibility, productivity and cost-savings gained by moving workloads and storage from on-site to the Cloud.

Full Disk Encryption, UEFI, Secure Boot and Device Guard

It has been a while since I have written about UEFI, Secure Boot and their impact on Full Disk Encryption (FDE) pre-boot authentication (PBA) so it’s time for an update on what is new in this area, but first here is a recap because this is a bit of an arcane technical subject. UEFI stands for “Unified Extensible Firmware Interface”. The UEFI specification defines a standard model for the interface between personal-computer operating systems and platform firmware.   It provides a standard environment for booting an operating system and running pre-boot applications such as the PBA for FDE.   It replaces the traditional legacy BIOS interface that was used with Windows 7 and older systems.   Now that Windows 10 is being widely adopted I expect to see UEFI used on almost all new machines.

Your Organization’s IT Security Policy… And then Reality Happens

I was on the phone the other day with a member of the education community asking – at large – “what are our steps to ‘becoming secure’?” All of a sudden, panic struck me. Did I lock my front door? Does my Gmail password contain a child, pet or street name? Do I use the same 4 digit PIN on my iPhone as I do on my MasterCard? That’s where my head’s at – and I’m just one person.

The 5 Best ‘Tis the Season Security Posts

‘Tis the season to be jolly! We wanted to share the 5 best seasonal posts about security to help everyone stay safe because this is, unfortunately, also the season where Cyber criminals take advantage of unsuspecting people. So let’s make data protection a priority, and end this year on a high note.

5 of the Best Cybersecurity Tips for Retailers this Black Friday and Cyber Monday

Today is Black Friday. Many retail stores in North American have customers lining up outside for hours to get the best deals. In 2015, 74.2 million people shopped on this day for your great deals! And around 30% of annual retail sales happen during the Black Friday through Boxing Day season, according to the National Retail Federation. With all this excitement of dropping prices and advertising to invite consumers to your stores, you are also potentially inviting cyber criminals that have been waiting for an opportunity to get information on your consumer data.