Case Study: Emergency IT Lockout Recovery & Managed Support Transition
Case Study: Emergency IT Lockout Recovery & Managed Support Transition
Provided by Blackhawk MSP
Client Profile
– Industry: Professional Services
– Client: Mid-sized business previously using in-house IT support
– Challenge: Critical lockout of servers and phone systems following IT staff termination
Challenges Identified
– Former IT employee terminated under hostile circumstances
– All employees locked out of Windows servers
– Access to the VoIP phone system also disabled
– No documentation or transition support provided by prior IT staff
Our Solution
1. Emergency IT System Recovery
– Blackhawk MSP responded immediately to assess the extent of lockouts
– Regained access to critical Windows servers through advanced administrative recovery techniques
– Regained control over VoIP systems by bypassing disabled credentials and reconfiguring administrative
access
2. Infrastructure Hardening & Role Separation
– Audited all systems for backdoors and residual access policies
– Reset all administrative credentials and enforced new access control protocols
– Documented all recovery procedures and secured all endpoints
3. Ongoing Managed IT Services
– Blackhawk MSP became the client’s official IT support provider
– Implemented monitoring, antivirus, and backup systems
– Developed a clear IT management plan to prevent similar future risks
Results & Outcomes
– Full recovery of access to servers and VoIP systems
– Eliminated internal security threat from former staff
– Established trusted relationship with proactive IT support
– Increased IT visibility, accountability, and stability moving forward
Ryan C. Smith has been doing IT Computer Support since 1996. Since that time, he’s pretty much seen and done everything possible with computers and networks.
