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
