When Blue PM**, a property management company, walked into their office on a Monday morning in July of 2024, they were greeted with a chilling message on their computer screens: “Your files have been encrypted. Call this number to regain access.” The ransomware attack had rendered all employee devices completely unusable, effectively halting operations. While some information could still be accessed via mobile devices, the core systems and files they relied on were locked down.
To make matters worse, their somewhat regular backups had been performed to an external drive, one that was still connected to the server at the time of the attack. This oversight meant that the backup itself had been encrypted as well, leaving Blue PM with no recoverable data. With an aging server, a misconfigured firewall, and amateur IT practices, Blue PM faced a dire situation. They turned to Professional Computer Concepts for rescue. What began as a response to a crisis evolved into a complete transformation of their IT infrastructure.
The Story of Blue PM
For over 41 years, Blue PM has been a cornerstone in the North San Francisco Bay Area’s commercial real estate market. As a well-established and respected Commercial Property Manager, they have built a reputation for knowledge, trustworthiness, and experience. Blue PM prides itself on delivering exceptional service, fostering long-term relationships, and providing tailored solutions to meet the unique needs of property owners and tenants.
Their commitment to excellence and deep understanding of the local market has enabled them to grow and thrive in a competitive industry. Looking to the future, Blue PM aims to further solidify its position as a leader in commercial property management, continuously enhancing its services to adapt to the evolving needs of clients and the market.
The Incident: Ransomware Attack
The Client’s Experience
On a seemingly typical Monday morning, Blue PM employees walked into their office to find a devastating message displayed on every device:
“Your files have been encrypted. Call this number to regain access.”
Panic quickly set in as they realized that their entire IT system was locked down. Desktops and laptops were unusable, and while some employees managed to access limited information on their mobile devices, their core business operations were at a complete standstill.
Nature of the Attack
Although the exact ransomware variant and entry method remain unknown, evidence strongly points to the exploitation of open RDP ports combined with weak passwords. Such vulnerabilities are among the most common attack vectors for cybercriminals.
Business Impact
Although Blue PM displayed a remarkable level of calm acceptance, the attack paralyzed critical operations. Payment processing, a cornerstone of their business, was halted, leaving employees unable to perform even basic tasks. The backups—stored on an external drive that was connected to the system at the time of the attack—were also encrypted, rendering them useless.
Specialists dispatched by Blue PM’s insurance provider worked tirelessly to recover data from both the external backup drive and the encrypted computer drives. However, despite their best efforts and advanced recovery tools, they were unable to decrypt any of the files. With no viable recovery options left, Blue PM was forced to accept the total loss of their data and begin the arduous process of rebuilding their operations from the ground up.
Professional Computer Concepts’ Response and Solutions
Response Time
Professional Computer Concepts mobilized quickly to address the situation. However, insurance-related delays complicated the process, highlighting a common misconception: having cyber insurance doesn’t equate to a quick resolution. To minimize the impact on Blue PM, PCC coordinated carefully with the insurance contacts, ensuring all necessary documentation and communication were handled promptly to reduce further delays.
As soon as it was confirmed that the encrypted drives were unusable, Professional Computer Concepts sprang into action, installing replacement drives in Blue PM’s computers. This swift response allowed Blue PM to regain operational capability quickly, ensuring their employees could resume basic functions while the broader recovery plan was implemented.
Support and Communication
Understanding the gravity of the situation, Professional Computer Concepts maintained consistent and transparent communication with Blue PM throughout the crisis. Regular progress updates ensured the client was informed at every step, while ongoing coordination with the insurance provider helped streamline approvals and reduce potential delays. PCC’s empathetic approach provided much-needed reassurance, helping Blue PM navigate the crisis and manage expectations during this incredibly stressful time. By bridging the gap between Blue PM and the insurance team, PCC ensured a more cohesive response, reinforcing their commitment to client advocacy and support.
Immediate Recovery and Strategic Planning
Professional Computer Concepts’ first priority was to get Blue PM back to an operational state as quickly as possible. This meant focusing on immediate solutions, such as replacing the unusable drives and restoring basic functionality to their systems. By addressing these urgent needs, Blue PM employees were able to resume essential tasks, minimizing the downtime that could have further impacted their business.
Simultaneously, PCC began strategic conversations with Blue PM about preventing similar incidents in the future. These discussions focused on identifying vulnerabilities in their previous IT setup and proposing a roadmap for long-term improvements. Professional Computer Concepts emphasized the importance of implementing modern, proactive measures to strengthen security, enhance productivity, and ensure business continuity. This dual approach allowed Blue PM to recover from the immediate crisis while laying the groundwork for a more resilient IT environment.
New IT Infrastructure
Professional Computer Concepts completely overhauled Blue PM’s outdated and vulnerable IT setup, transforming it into a modern, secure, and efficient system. Since the server drives were rendered completely unusable, PCC worked closely with the insurance provider and Blue PM to redirect funds originally intended for repairing the server toward adopting cloud-based alternatives. This strategic decision not only accelerated Blue PM’s recovery but also future-proofed their IT infrastructure by eliminating outdated hardware.
- Managed Technology Solution Implementation: Professional Computer Concepts deployed a comprehensive suite of managed IT services solutions tailored to Blue PM’s specific needs, ensuring consistent monitoring and support.
- Server Elimination: By transitioning to Microsoft Teams and cloud-based file storage, PCC removed the need for an on-premises server, significantly reducing hardware costs while improving operational flexibility.
- Enhanced Security: Open RDP ports were closed, and advanced firewalls with proper licensing were deployed to fortify the network against future attacks.
The result was a secure, scalable infrastructure that not only protected Blue PM from similar incidents in the future but also improved productivity, streamlined operations, and reduced overall IT expenses.
Lessons Learned and Preventative Measures
- Proactive Audits: Professional Computer Concepts now regularly performs client business reviews (CBRs) and regular system audits for Blue PM to identify vulnerabilities and ensure continued security. These proactive measures ensure that Blue PM’s IT systems remain robust and up-to-date, minimizing the risk of future incidents.
- Client Awareness: Blue PM’s experience underscores the importance of understanding that small businesses are not immune to cyberattacks. Cybercriminals actively target smaller organizations, knowing they often have poorly configured systems. This highlights the need for proactive defenses to protect valuable data and maintain business operations.
- Security Awareness Training: As part of the managed technology solution, PCC has implemented ongoing security awareness training for Blue PM’s employees. This ensures their team is equipped to recognize and respond to phishing attempts, suspicious emails, and other threats, reducing the risk of human error that often leads to cyber incidents.
Client Perspective
Building Trust
Blue PM’s partnership with Professional Computer Concepts has redefined their approach to IT and restored their confidence in technology. Conversations with Blue PM revealed their deep appreciation for PCC’s response during the crisis, particularly for the speed and thoroughness of their actions. Blue PM was impressed not only by PCC’s ability to quickly address the ransomware attack but also by their expertise in communicating with both the insurance team and the Blue PM staff.
Professional Computer Concepts’ approach to keeping Blue PM involved struck the perfect balance. They engaged Blue PM in discussions and decisions to the extent the client wished to be involved while seamlessly handling technical conversations that were beyond Blue PM’s expertise. Transitioning Blue PM to a cloud solution was remarkably smooth, and the client reported that they felt fully included throughout the process. This ensured they didn’t lose any more touch with their IT setup than they already had, fostering a sense of control and involvement.
The ransomware incident had left Blue PM feeling untrusting of technology, believing their systems were entirely at the mercy of hackers. Professional Computer Concepts worked diligently to change this narrative, empowering the client to feel that they were part of the solution and that their IT environment was secure and manageable. By instilling this renewed sense of control, PCC has not only resolved the immediate crisis but also built a foundation of trust and confidence for the future.
Take the Next Step
If this case resonates with your concerns, take the following steps today:
- Backup Check: Ask your IT provider what’s backed up and when your backups were last tested for reliability.
- IT Security Stance: Schedule an overview meeting to identify vulnerabilities in your IT environment.
- Penetration Test: Invest in an external penetration test to validate your network’s defenses against cyber threats.
Recover, Rebuild, and Protect with Professional Computer Concepts
At Professional Computer Concepts we’ve successfully responded to numerous cybersecurity incidents, helping businesses recover from ransomware attacks, data breaches, and more. Our team is experienced in turning crises into opportunities for building stronger, more secure IT infrastructures. Let us help you ensure your business is protected against cyber threats and prepared for the future. Contact us today to schedule a consultation and take the first step toward a safer, more efficient IT environment.
** Names have been changed to protect privacy.