Ryan Welsh

About Ryan Welsh

Senior Knowledge Management leader (15+ years) specializing in building and optimizing…

Experience

1. Sr Support Knowledge Analyst

   CrowdStrike

   Feb 2022 — Present

   As a Customer Success knowledgebase pathfinder:* First Customer Success team member to turn management of our customer-facing knowledge content into a full-time focus * Created internal process to manage development of new support content, and ongoing updates * Coordinated with internal Product & Engineering teams to ensure technical review and accuracy of knowledge content Implemented Knowledge-Centered Service (KCS):* When CrowdStrike adopted the Knowledge-Centered Service (KCS) methodology, I worked alongside the project manager to implement the change in our Customer Success organization * Served as the first KCS Coach, mentoring our Wave Zero Publishers and Coaches, who in turn cascade train additional waves of onboarding KCS participants Authored CrowdStrike\'s KCS Content Standard * Wrote the handbook on Knowledge-Centered Service (KCS) for CrowdStrike’s Customer Success organization * This Content Standard will be used as a template for additional departments adopting this methodology at CrowdStrike Created Trending Threats & Vulnerabilities tracking process:* When CrowdStrike acknowledges or responds to trending threats & vulnerabilities, we now create dedicated tracking resources to collate all information we have on a given threat or vulnerability.* Notable threats & vulnerabilities I have tracked for CS:** LAPSUS$/ Okta Intelligence Reporting ** cr8escape: New Vulnerability in CRI-O Container Engine Discovered by CrowdStrike ** New Wiper used in Ukraine Cyberattacks (DriveSlayer)** PwnKit ** Log4Shell ** ProxyShell ** HiveNIghtmare ** PrintNightmare ** Kaseya VSA Supply Chain Ransomware Attacks * These trending threat & vulnerability trackers allow our customers to find everything CrowdStrike has on these events in one central location and keep up-to-date

Education

• Ishpeming High School

  Diploma, Entrepreneurship, Business, Accounting

  1997 — 2001

• Northern Michigan University

  Business Computer Information Systems, Walker L. Cisler College of Business, Management, Networking, Entrepreneurship

  2001 — 2006

• Antioch University

  Master of Arts - MA, Mental Health Counseling/Counselor

  2025 — 2029

Skills

• Facebook
• Sexual Education
• Customer Support
• Microsoft Office
• Customer Relations
• Os X
• Computer Hardware Troubleshooting
• Computer Hardware
• Active Directory
• Testing
• Vulnerability Assessment
• Vulnerability Management
• Knowledge Management
• Facebook Page Management
• Information Security Awareness
• Networking
• Tcp/Ip
• Saas
• Customer Service
• Risk Assessment
• Incident Response
• Windows 7
• Information Security Standards
• Microsoft Exchange
• Information Security
• Information Security Engineering
• Leadership
• Iphone
• Outlook
• Network Administration
• Technical Writing
• Mac Os X
• Troubleshooting
• Social Networking
• Social Engineering
• Security Incident Response
• Threat & Vulnerability Management
• Technical Support
• Security
• Risk Management