The Challenge:

Edgewater supports an independent energy agency that helps customers to obtain secure, reliable, and reasonably priced energy. The organization’s goals are to ensure reasonable energy rates, and safe and reliable infrastructure. When connectivity issues arise, work staggers to a halt, leaving projects in limbo.

While traveling or working remotely, some users experienced Personal Identity Verification (PIV) card issues. If they’re unable to connect to the Virtual Private Network (VPN), immediate IT support is needed to get them back online. Unfortunately, the existing process took approximately two weeks to implement. It required a new laptop to be provisioned, shipped, and set up. Federal leaders had been looking for a solution to this persistent challenge for years.

The Solution:

Leveraging Microsoft Defender for Endpoint Live Response, the Edgewater team uncovered a secure solution to reach these remote users. The team supplies scripts that disable the PIV card requirement, and then runs PowerShell scripts to the target devices. This allows the IT Helpdesk to connect to the impacted device over the Internet and render support to the user remotely.

The Outcome:

This new process allows IT Support to resolve this PIV failure isolation issue on the same day it’s submitted. When demonstrated to leadership, it was met with a huge amount of positive feedback. The solution saves our client from immeasurable productivity loss, and the cumbersome task the old method required.

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Further Reading

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Our People…Your Edge

We didn’t create our outstanding team by accident.

Our advantage comes from a consistent focus on attracting highly talented and dedicated people – and a commitment to honoring and empowering them so that they stay. With meaningful work and industry-leading training, compensation, and benefits, Edgewater careers are enviable so that our people are our edge.

I have been working at Edgewater as a Configuration Manager for over 5 years. The job has been challenging, rewarding and has provided an environment for professional growth. As an on-sight contractor, I have been working with a team of seasoned professionals who have provided both technical expertise and a warm friendly environment.

- Barry Cohen