Handling the 2024 CrowdStrike Outage: Miles IT to the Rescue

CASE STUDY

Miles IT to the Rescue: Handling the Global CrowdStrike Outage

Learn about Miles IT’s exemplary response to the July 2024 CrowdStrike outage.

Thanks to our strategic efforts and in-depth expertise, our entire company joined forces to get clients up & running and minimize downtime.

Woman checks a service laptop next to a server rack with representative data hovering in front of her

THE CHALLENGE

Global CrowdStrike Outage

On Friday, July 19, 2024, a faulty CrowdStrike update rendered thousands of businesses inoperational. As company systems failed and experienced the “blue screen of death,” daily life ground to a standstill.

Hospitals canceled surgeries. Airlines grounded flights. ATMs stopped working. Overall, 8.5 million Microsoft devices were affected worldwide.

Luckily, our clients were able to get back up and running quickly—all thanks to our dedicated teams and coordinated efforts.

THE TIMELINE: JULY 19, 2024

Immediately jumping into action

From the beginning, we effectively organized research teams and segmented support resources to restore client systems.

12:00 AM

Right away, our on-call teams noticed systems crashing at an alarming speed. They immediately began rallying resources.

1:00 AM

Recognizing the scope of the issue, we launched response actions right away. Our top technical experts outlined solutions for each scenario and explained the fixes to our team members.

3:00 AM and on

All hands on deck—with a game plan ready to go, our support teams started restoring client systems. At the same time, our tech experts continued identifying solutions for specific scenarios.

12:00 PM

Most of our clients were up and running and ready to work. We continued to provide around-the-clock support and resolution all weekend until every issue was resolved.

OUR COORDINATED APPROACH

Uniquely qualified to succeed

With 25+ years of IT experience, we’re used to organizing efficient responses to large-scale tech issues. We employed an organization-wide approach to get clients back up and running ASAP.

Flexibility & Dedication

Staff from all teams in the company stepped in to help, reflecting our entire organization’s commitment to our clients.

Organized Team Structure

Pre-established lanes of expertise enabled us to quickly divide, deploy, and triage resources, from research to remediation.

Breadth of Experience

Thanks to our unique training, teams could work comfortably in new tech environments outside of their assigned clients.

Remote Company Operations

With team members located all over the world, we could start helping clients immediately, both remotely and onsite.

Technical Expertise

We didn’t wait for CrowdStrike to solve the problem—our research team worked tirelessly to develop and test solutions.

CLIENT SPOTLIGHT

Helping Mestichelli Barnes Dental stay on schedule for all appointments

Mestichelli Barnes Dental provides dental care to patients in the South Philly area, including emergency dentistry.

On the day of the outage, they had appointments with patients starting at 7 AM and needed to be operational by then.

We prioritized their systems and got them up and running in time for their appointments so they could continue providing patient care.

TEAM SPOTLIGHT

Coming together to save the day

Miles IT team members are standout individuals—not just experts in their field, but people who deeply care.

Balancing Act

Willingness to Help

Diligence & Commitment

Balancing Act

Though most businesses struggled with the CrowdStrike update, normal support tasks still came in. Our team expertly triaged and handled every issue.

Willingness to Help

From Account Managers handling support tasks to Vice Presidents remediating servers, many team members took on tasks that were outside of their normal scope of work.

Diligence & Commitment

Staff members worked from the early morning hours into the late evening, outside of their normal shifts, until clients were fully operational again.

KEY RESULTS

Fast, effective remediation & support during a global crisis

Our teams rectified client issues efficiently and effectively—faster than other businesses.

of clients up and running by midday on the day of the outage

of servers remediated by 5pm on the day of the outage

TAKEAWAYS

Well-coordinated approach during a chaotic situation

The sheer scope of this outage made it incredibly unique—IT issues don’t usually affect so many clients at once.

Our successful response is a testament to our established processes, skilled leadership, and committed teams.

As exhibited in our response to this incident, Miles IT is an organization built on the values of caring and collaboration. We’re incredibly proud of our team’s tireless work to get every client running smoothly again.

We truly are One Company.

LOOKING AHEAD

How to better prepare for an IT outage

No business anticipates a system crash, but with the right proactive measures, you can minimize disruptions, maintain critical operations, and recover more quickly when an incident occurs.

Find A Dedicated IT Partner

The businesses that got back up and running the fastest during the CrowdStrike outage had incredibly efficient, well-organized, and competent MSP partners, like Miles IT. Ensure you have a strong IT partner you can lean on.

Create Your BCDR Plan

How will your business operate in the event of an emergency? Document immediate actions, roles, and responsibilities with a Business Continuity & Disaster Recovery Plan to speed up recovery efforts.

Upgrade Business Systems

Older, legacy systems may take longer to restore after an IT outage. Leverage up-to-date business technology to accelerate daily operations, increase your team’s productivity, and minimize company downtime during an incident.

Revisit Access Control

Review the level of access for each software platform in your environment. CrowdStrike’s degree of control is necessary for its robust cybersecurity measures—but not all software needs that type of access.

Need help with your disaster recovery plan?

Enhancing reliability & scalability with an Azure migration

CASE STUDY

Credit reporting agency increases reliability & scalability with successful Azure migration

Through a strategic collaboration, Miles IT helps NCS modernize their outdated hardware and encourage future growth by migrating their servers to the Microsoft Azure cloud platform.

Employee typing on a desktop computer that is pulling information and data from multiple systems into one spot

MEET THE CLIENT

Full-service credit reporting agency

National Credit Reporting System, Inc (NCS) is a full-service credit reporting agency operating in the financial industry. They specialize in providing credit reporting services, Verification of Employment (VOE) services, and background screening services to companies in the lending industry.

NCS understands the critical importance of system uptime, reliability, and security in order to deliver success for their customers who rely on their services.

THE CHALLENGE

Address outdated hardware and promote growth

As their current contract approached its end, NCS faced a pressing need to upgrade their servers hosted in Rackspace. Recognizing the value of a more robust cloud platform, NCS sought the expertise of Miles IT.

Eliminate Reliance on Older Hardware

Although Rackspace provided a quote for upgrading the existing solution with new hardware, NCS envisioned a more significant infrastructure upgrade.

Enhance Business Continuity/Disaster Recovery (BCDR) Capabilities

To maintain business operations in the event of a disaster, NCS needed a platform with increased safeguards and availability.

Upgrade Operating Systems to Support Specific Ciphers

It was essential for NCS’s new solution to support their current business processes and facilitate future opportunities for advancement.

OUR PROCESS

Recommending & implementing Azure migration

To solve NCS’s challenges, our team proposed migrating to Microsoft Azure, which not only fulfilled NCS’s immediate needs but also provided a foundation for future transitions to Azure services. Our team devised a meticulous approach to ensure a successful migration while minimizing disruptions and maximizing the benefits for NCS.

Detailed Project Planning

Collaborating closely with NCS, Miles IT created a comprehensive project plan and scope of work, addressing specific requirements, timelines, and milestones.

Provisioning the Azure Environment

Miles IT began by setting up the Azure environment, configuring it to meet NCS’s unique requirements while adhering to industry best practices.

Enhanced Security

A virtual firewall, centralized log analysis, and secure VPN tunnel were deployed in Azure to bolster network security.

Staging and Testing Environment Migration

A staging and testing environment was created in Azure, replicating the existing setup from Rackspace. Applications and files required for migration were installed and tested thoroughly to ensure optimal performance.

Production Environment Deployment

Miles IT built a new production environment in Azure, focusing on the web, SQL, and file layers. Each layer was assigned dedicated servers and optimized for performance and scalability.

Data Replication and Final Migration

The SQL and file data were replicated to the new Azure servers, ensuring data integrity and consistency. Once the replication was validated, the final migration process commenced, transferring the machines from Rackspace to Azure over a dedicated weekend.

Stability Assessment and Ongoing Support

Following the migration, Miles IT conducted a comprehensive stability assessment to ensure the infrastructure was performing optimally. NCS’s environment continues to be supported by the Miles Assurance Plan, providing round-the-clock support for their Azure environment.

SOLUTION HIGHLIGHTS

Proven features for solution optimization

With the Azure platform, NCS can take advantage of essential components that offer increased availability and security while accomplishing their initial goal.

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SQL Always On Availability Group (AOAG)

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We implemented a highly available SQL cluster within the primary Azure datacenter, allowing for seamless failover and continuous availability of critical SQL databases. Additionally, a third node in a separate Azure datacenter serves as an asynchronous replica, ready to be activated at any time for added resiliency.
File Redundancy and Availability

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The migration process included the replication of website files between the primary and disaster recovery (DR) data centers. By using technologies such as DFS Replication or Azure File Sync, NCS achieves active copies of files in both datacenters, ensuring uninterrupted access and optimal performance for end-users.
Azure Site Recovery and External Vulnerability Scans

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Our team established Site Recovery on the platform for seamless failover and disaster recovery to the DR site. Additionally, we conducted external vulnerability scans on public IP addresses associated with the project to identify and mitigate potential security risks, enhancing NCS’s overall security posture.

RESULTS

Increased stability, accessibility, & flexibility

The successful migration of NCS’s infrastructure to Microsoft Azure yielded significant benefits and empowers NCS to deliver superior services to their customers.

Enhanced Reliability and Scalability

By leveraging Azure’s robust cloud platform, NCS experiences increased system uptime and performance. This ensures their customers have uninterrupted access to critical services and significantly improves the availability and growth potential of their technology infrastructure.

Strengthened Business Continuity and Disaster Recovery (BCDR)

With local redundancy and backup mechanisms in place, data stored in the primary Azure datacenter enjoys high durability and availability, ensuring minimal data loss and rapid recovery in the event of a disaster. This allowed NCS to establish a comprehensive BCDR strategy.

Future Transition and Adaptability

Azure’s flexible and scalable infrastructure supported the gradual transition from server-based solutions to Azure services. NCS can now explore the adoption of Azure File Shares, Blob storage, Azure SQL Databases, and Azure WebApps over time, enabling them to leverage the latest technologies and drive further operational efficiency.

Software team members having a discussion at the computer

MOVING FORWARD

Continual growth & innovation

Now, the Azure cloud platform provides NCS with a robust and secure environment, enabling them to successfully deliver services to their clients in the lending industry. The deployment of advanced security measures, such as virtual firewalls and centralized log analysis, further strengthens NCS’s infrastructure against potential threats.

With the Miles Assurance Plan providing ongoing support and monitoring, NCS can confidently navigate their Azure environment, ensuring optimal performance and customer satisfaction. Azure’s future adaptability positions NCS well for continued advancement in their dynamic industry.

Optimize system performance with a cloud migration.

Identifying security improvements through risk assessments

CASE STUDY

Identifying security improvements through risk assessments

Miles IT helps a financial services organization assess risk levels and current control activities to determine the next steps for security enhancements.

MEET THE CLIENT

Financial services organization

As part of the finance industry, the client recognized the criticality of improving cyber security.

When they reached out looking for help, they were entirely new to Miles IT; this meant we had little background information regarding their environment at the beginning of the engagement.

PRIMARY GOALS

Recognize gaps in organizational security

Understanding the significance of powerful security measures, the client reached out to our team for help identifying and prioritizing areas of advancement.

Identify Security Shortcomings

The client thought their security posture could be better but wasn’t sure where to begin or which areas to focus on.

Prioritize Key Areas of Improvement

Understanding and ranking primary focus areas was essential so the client could effectively plan remediation actions.

Strengthen Organizational Security Posture

Overall, the client’s goal was to use the results of our engagements to gain tangible steps for enhancing control activities.

OUR PROVEN PROCESS

Thorough risk assessments & ranked results

To gain a clear picture of the client’s security posture, our team, led by our Director of Compliance and Risk Management and Compliance Analyst, performed a variety of in-depth risk assessments.

Define Scope

We begin each assessment by determining the scope of the engagement to keep all parties in alignment regarding testing mechanisms and results.

Perform Risk Assessments

After clarifying the scope, we conducted a series of risk assessments that evaluated the business’ technical and organizational threats.

Prepare Report

Next, we documented our findings in a transparent report, ranked in order of priority.

Share Recommendations

Finally, we presented the report to the client and shared our recommendations for moving forward.

OUR STRATEGY

Analyze all aspects of organizational security

Our comprehensive risk assessments evaluated all facets of the organization’s security to give the client in-depth insights regarding focus areas and resolution efforts.

Sensitive Information Flow Mapping

We outlined how sensitive information is shared between systems & users, then determined ways to better secure those practices for safe data handling.

Organizational Risk Assessment

With this assessment, the client shared their perception of organizational risk levels before we performed our assessment. Then, we compared the two to see perceived vs. actual threats.

Internal/External Vulnerability Assessments

We conducted testing to uncover ways the client’s external-facing and internal-facing systems were susceptible to potential data breaches or cyber attacks.

Directory Services Vulnerability Assessment and Path to Admin Testing

Our team identified how pathways could potentially be exploited by bad actors or internal users to gain access to the client’s systems and data.

Documentation Assessment

We reviewed the client’s security policies and procedures to ensure documentation aligned with actual processes and recommended standards.

Office 365 Assessment

To discover potential risks in the client’s Office 365 environment, we assessed controls and user access levels and highlighted areas of concern.

Network Device Configuration Assessment

We examined the configuration of the organization’s network equipment, both for its function (correct equipment and correct task) and the security controls surrounding its implementation.

NIST CSF Maturity Assessment

By evaluating the client’s current posture against an existing framework, we could measure the organization’s maturity objectively.

THE RESULTS

Clearly defined areas of improvement

With our help, the client understood weaknesses in their current control activities and learned steps to take to mitigate them.

Transparent Recommendations

Originally, the client had limited knowledge about their organization’s security gaps; by the end of the process, they knew exactly where they stood.

Prioritized Remediation Strategy

With a strong understanding of primary security focus areas, the client’s staff recognized which items to take action on first.

Continual Advancement

Our assessments gave the client an in-depth foundation of knowledge and paved the way for them to continually refine their security posture in the future.

MOVING FORWARD

Increased understanding of security challenges

Now, the client recognizes the security areas that need closer attention and can take steps to resolve them.

Looking for a security posture assessment or another type of risk assessment for your organization? Contact us to learn how you can improve control activities.

Know exactly where you stand with an in-depth risk assessment.

Receiving a favorable SOC 2 report with audit assistance

CASE STUDY

Receiving a favorable SOC 2 report with in-depth audit assistance

Miles IT helps a healthcare benefits organization follow SOC 2 compliance requirements and strengthen security control activities.

MEET THE CLIENT

Healthcare benefits organization

The client works in the healthcare benefits industry and handles deidentified patient data.

Because of their unique technology infrastructure and industry, they needed help demonstrating organizational security controls to receive SOC 2 accreditation.

PRIMARY GOALS

Demonstrate security standards through a SOC 2 audit

Though their existing documentation and controls were reasonable, the client wanted to ensure that their controls could be matched against the SOC 2 COSO framework.

Obtain Accredited SOC 2 Audit

The client sought to establish a clear, structured approach for their organization to receive accredited audits now and in future years.

Provide Evidence of Organizational Controls

With their unique technology environment, the client needed assistance clearly illustrating their control activities.

Meet Customer Requirements

To build trust and transparency among customers, it was essential to share the SOC 2 audit report when the engagement was complete.

OUR PROCESS

Thorough risk assessments & audit guidance

Under the leadership of our Director of Compliance and Risk Management, we performed several risk assessments to help the client prepare for SOC 2 accreditation and assisted them throughout the audit process.

Cybersecurity experts pointing at computer screens displaying code and system information

HIPAA Risk Assessment

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First, our team performed a HIPAA Risk assessment and an organizational risk assessment to gain clarity on the client’s evaluation of their risk levels.
SOC 2 Type I Audit Guidance

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Next, we worked alongside the client to achieve a SOC 2 Type I audit report leveraging our years of experience in SOC 2 audits to ensure a smooth audit process.
Penetration Testing

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After undergoing the SOC 2 Type I audit, we conducted penetration testing to determine ways the client could improve their security posture.
External Vulnerability Scanning

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In an effort to continually improve its security posture, the organization engaged Miles IT for external vulnerability scanning services. This ultimately became a key artifact during the audit process to demonstrate other aspects of risk management and assessment.
SOC 2 Type II Audit Guidance

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To help the client attain a SOC 2 Type II report, we provided guidance to the staff involved in the process. At times, we served as the intermediary between the auditor and the client to help “translate” the control needs and ultimately determine what was necessary to provide sufficient evidence.

The client is now on their third SOC 2 Type II audit; we continue to guide them through the process for a smooth audit every time.

OUR STRATEGY

Streamline audit approach & enhance controls

Leveraging our 13 years of experience undergoing SOC audits for ourselves and clients, we assisted the organization with assessments, documentation, and training to simplify the audit engagement.

Documentation Revisions

We reviewed, condensed, and rewrote parts of the client’s security policies & procedures, including a Disaster Recovery Plan (DRP), account policies, and incident response plans, to better align with operational methodologies.

Audit Process Training

Our team shared knowledge surrounding audit procedures, including how to respond to specific questions, appropriate types of artifacts to prove specific controls, and strategies for managing significant audit activities.

Third-Party-Vendor-Specific Risk Assessment Guidance

To better understand the oversight of third-party vendors, we guided the client through the process of conducting sub-service entity risk assessments, which involve reviews of SOC 2 audits & Vendor Security Posture Questionnaires.

Disaster Recovery Tabletop Test

As an additional scope item, we performed a tabletop test, where a specific business interruption scenario was discussed with participants to determine how their current plan dictated their response actions and the practicality of that plan.

THE RESULTS

Client obtained a favorable SOC 2 report & gained experience with the audit process

With our help, the client received SOC 2 accreditation and is now undergoing their third SOC 2 Type II audit.

Favorable Opinions on SOC 2 Type 1 & II Audits

The client received a SOC 2 Type I audit and two subsequent SOC 2 Type II audits, all with favorable auditor opinions.

In-Depth Knowledge of Audit Process

With a strong understanding of SOC 2 audit management, the client can take the lead on information and artifact gathering in the future.

Established Customer Trust

Now, the client’s customers can view the results of the audit and gain clarity on the presence and effectiveness of their control activities.

MOVING FORWARD

Continual accreditation & ongoing partnership

Since the client has a significant understanding of audit procedures, the Miles IT team now serves as their partner, allowing for mutual validation of controls and artifacts. We also provide recurring vulnerability scanning to help evaluate some of their technical controls.

If you’re looking for assistance with SOC 2 audits or another type of regulatory compliance, contact us to see how we can help.

Enhancing organizational security with penetration testing

CASE STUDY

Enhancing organizational security controls with penetration testing

Miles IT helps an organization understand the shortcomings of its security controls by conducting a pen test and sharing recommendations for improvements.

Business,People,Meeting,To,Discuss,The,Situation,On,The,Market

MEET THE CLIENT

Service-based organization

The client is a service-based organization that was required to execute penetration testing activities to achieve regulatory compliance.

However, they also wanted to leverage pen testing as a means to improve their organizational security posture.

PRIMARY CHALLENGE

Increase understanding of current security activities

Although a pen test was necessary from a compliance standpoint, the client viewed the assessment as an opportunity to better serve and secure their company.

Clarify Specific Security Controls

The client shared areas of concern that they felt the pen test might help them correct; we kept these focus areas in mind as we performed the assessment.

Achieve Regulatory & Customer Requirements

Since the client needed to undergo an audit for compliance purposes, they wanted to ensure appropriate protections were in place before the examination.

Heighten Security Posture

Though meeting requirements was one part of the engagement, the client sought to enhance control activities to benefit their entire organization’s security.

OUR PROCESS

Comprehensive penetration test engagement

Our standardized procedure kept all team members on the same page while ensuring we responded to the client’s queries.

Define Scope

We began by defining a scope with the client to ensure the systems that would be tested belonged to the client and that we had the authorization to test against them.

Perform Penetration Testing & Vulnerability Assessments

Led by our Director of Compliance and Risk Management, our Operational Security Staff performed the penetration testing engagement and additional component assessments to identify further areas of interest and vulnerabilities.

Present Report & Findings

We shared our findings in a meaningful report detailing threats, risk levels, and remediation paths & mitigation efforts.

OUR STRATEGY

Identify & prioritize opportunities for improvement

We focused the engagement on external-facing systems, per the client’s request, and shared clear results that they could turn into tangible actions.

Greybox-Style Emulation

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While this test was an emulation of an outside attacker against the organization that required our staff to emulate, think, and attack as a threat actor would, the team was armed with basic information about the organization.
System Strength & User Controls Focus

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We concentrated on testing the security of external-facing services that emulated against a directory services endpoint. With this assessment, we tested both the security of the system and the strength of user access controls.
Actionable Remediation Recommendations

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When sharing results, we focused on answering the client’s original questions, identifying shortcomings they were unaware of, and providing guidance regarding priority items to address.

THE RESULTS

Greater clarity on recommended security controls

The client expanded their understanding of security protections for their organization and achieved compliance with both regulatory & customer requirements.

Increased Awareness of End-User-Centric Controls

Completing the pen test engagement gave the client transparent knowledge of how to improve user control activities and better defend against security threats as they pertained to end user attack surface.

Regulatory & Customer Compliance

With the completion of this assessment, the client can now present results to their regulatory body and customers to establish trust and maintain business operations.

Specific Paths for Remediation

After working with our team, the client recognizes specific actions they can take to enhance their posture now and in the future.

MOVING FORWARD

Ongoing scans to stay up-to-date

The client continues to have Miles IT perform vulnerability assessments to maintain an understanding of their security posture & attack surface and take the appropriate remediation actions to manage their risk accordingly.
Wondering what type of risk assessment your organization should start with? Check out our blog for guidance.

Gain greater insights into your organization’s security posture.

Formalizing cyber security documentation & refining controls

CASE STUDY

Creating formalized cyber security documentation & enhancing security posture

Miles IT helps a municipal organization clearly define its cyber security policies and programs while adding enhancements to fulfill regulatory requirements.

MEET THE CLIENT

Municipal organization

The client is a municipal water company providing citizens with access to the water resources they need for daily living.

With several small locations, the organization has one centralized location as its infrastructure hub.

PRIMARY CHALLENGE

Properly documenting & formalizing proof of security controls

The client was already one of our Miles Assurance Plan customers, so when their regulatory body requested information security program documentation, they reached out to us for assistance.

Mandated Information Security Program

The client’s regulatory entity mandated that they create and share an information security program to protect their assets from cyber security threats.

Assistance with Formalizing Documentation

Though the client had a strong security posture, their documentation was not well-defined; they needed a cohesive strategy to integrate their numerous controls.

Unique Controls & Services Relationship

The organization’s staff and controls are not directly related to their service delivery, which made it more challenging to clarify necessary security protections.

OUR PROVEN PROCESS

From initial assessment to final implementation

Our team, led by our Director of Compliance & Risk Management and Compliance Analyst, began by performing a risk assessment to provide a complete snapshot of the client’s actual highest risk threats compared to their previous assumptions. From there, we focused on improving & formalizing documentation and making enhancements to security controls.

Organization-Based Risk Assessment

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Our risk assessment is based on the NIST 800-30/800-37 Risk Management Framework. We used this to objectively score threats with input from the client while leveraging our experience scoring these threats. In addition, we completed a sensitive information flow mapping diagram to understand how sensitive information interacts with users and systems.
Documentation Drafts

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We drafted the client’s documentation based on their existing materials and our findings from the risk assessment.
Documentation Review & Control Consultation

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We reviewed the documentation with the client and presented recommendations for strategies to improve control activities and strengthen security posture.
Documentation Finalization

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We made necessary revisions and prepared the policies for implementation.
Documentation Adoption

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The client formally adopted the documentation as part of their organizational processes and shared the policies with their staff and regulatory entity.
Follow-Up As Needed

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As additional questions came to light beyond the initial scope of work, the client reached out for help with required updates.

OUR STRATEGY

Clear & comprehensive security policies

We created transparent, in-depth processes & programs to formally document the client’s controls and guide their responses & activities.

Information Security Program

This document includes information regarding use policies, data handling, permissions, user privileges, and much more, so all end users follow an understandable framework.

Senior Management Information Security Policies

We created a separate policy for senior management to directly record decisions solely related to their roles.

Cyber Security Incident Response Process

To ensure the client recognized the necessary steps to take in the event of a breach or attack, our team developed an in-depth incident response plan.

Change Management Process

The client can easily navigate organizational changes, including technology shifts or employee departures, with our clearly defined procedures and best practices.

Vendor Management Procedures

With a transparent process for evaluating vendors and their policies, the organization increases overall security and data protection.

Business Continuity Plan

Our team created a comprehensive business continuity plan, so the client can quickly return to normal business operations in the event of a disaster.

Risk Register

We prepared a comprehensive document that includes information regarding all possible risks to the organization, along with their priority level and recommendations for resolution.

THE RESULTS

Defined security procedures & enhanced protection

The client was able to share formalized security documentation with their regulatory body and gain approval to continue operations.

Formalization of Control Activities

The client’s security processes are now fully documented and commensurate with the mandate from their regulatory entity.

Improved Threat Intelligence

Though they initially sought help with documentation, the client also increased risk readiness and enhanced security control activities based on our recommendations.

Forward-Thinking Security Mindset

The client understands how to formalize controls before implementing them to ensure documentation matches actual procedures.

MOVING FORWARD

Staying up-to-date in a changing threat landscape

With our guidance, the client has a strong understanding of how to handle future documentation changes. They can also reach out to us for additional assistance should any need arise.

With risks constantly evolving, strong cyber security is crucial to ensure continual protection from threats.

Black and white image of call center worker with headset over light blue and dark blue circles

Improve your security posture with powerful solutions.

Simplifying tedious technical processes for a talent agency

Miles IT helps a talent agency streamline workflows and resolve IT issues so they can focus on meeting deadlines and securing bookings.

Woman performing voiceover work in a studio sound booth

MEET THE CLIENT

A voiceover talent agency

The client is a deadline-driven voiceover talent agency in the entertainment industry. They regularly work with voice actors looking for work and casting directors & production companies in search of qualified talent.

PRIMARY CHALLENGE

Improving complex workflows and ensuring 24/7 support

The client was looking to streamline time-consuming tasks and receive responsive IT support so they could meet deadlines and run their operations more efficiently.

Process Improvement

The client’s initial work process involved receiving large audition files in their email inboxes, leading to tedious manual work, email storage issues, and technical difficulties.

Bicoastal Support

With locations in New York and Los Angeles, the client needed an IT partner who could provide extensive support for all team members, no matter their time zone.

Fast Resolution

As part of a deadline-driven industry, the client’s success depends on quick turnaround times. As a result, top-notch, rapid resolution of any technical problem is critical.

OUR PROCESS

From support ticket submission to workflow improvement

To enhance the audition process for the client and their talent, we took steps to implement a new workflow that reduces time and storage.

Issue Identification

Our support team initially identified the workflow issue when a user submitted an IT ticket regarding excessive email storage. The client also mentioned the problem and asked if we could explore a better solution.

Workflow Assessment

Before creating the solution, we met with the client’s staff to understand their daily workflows and potential improvements.

Solution Research

From there, we reviewed possible options and presented a solution that involved using Dropbox to submit audition materials.

THE SOLUTION

Process automation and rapid response support

We implemented a Dropbox solution and provide ongoing Raving Fan support to all members of the client’s team.

Workflow Improvement

Using Dropbox, voice actors now submit audition files directly instead of using email.

Immediate Support

Our rapid response support team helps the client quickly resolve technical issues and meet deadlines.

Proactive Services

We provide proactive IT consulting and services to keep the client’s environment modernized and up-to-date.

RESULTS

Reducing costs, time, and stress for increased efficiency and satisfaction

Our solutions improve business processes and overall accuracy for the client so they can focus on bookings and other aspects of their business.

Streamlined Processes

Our creation of the Dropbox workflow has simplified procedures, saving the team 2-3 days per audition. It also frees up space in the client’s inboxes and ensures all audition submissions are received.

Goal Achievement

Our emergency and after-hours support help the client meet tight deadlines. Working with Miles IT means they no longer wait days or weeks for technical assistance or worry about missing bookings.

Increased Productivity

With their dedicated IT support team, who specializes in their industry, the client’s staff now has more time to focus on other tasks instead of coordinating assistance for minor technical problems.

MOVING FORWARD

Poised to take advantage of growth opportunities

With the help of Miles IT, the client can seamlessly work with their contacts and focus on meaningful tasks that contribute to added value & growth.

As a small business, the client benefits greatly from their access to enterprise-level resources: an entire IT support team, security team, CIO, and project team. Through consistent check-in meetings, they receive ongoing consultation so they can take advantage of new opportunities and continue to thrive.

Are you frustrated with tedious processes at your business? Whether you need assistance with a one-time project or ongoing support, contact one of our consultants to learn more.

Start accomplishing more with your business.

IT project management support

MANAGING AND IMPLEMENTING A LARGE IT PROJECT

Healthcare solutions provider modernizes IT infrastructure

Miles IT works with a healthcare solutions provider to standardize technology throughout all of their offices.

home health nurse helping a patient look something up on a laptop

THE CLIENT

An in-home healthcare provider

The client is a healthcare provider with ten office locations along the Northeast coast. Recently acquired by another company, they had to bring their networking and employee workstations up to their new parent company’s security and functionality standards.

THE CHALLENGE: FINDING THE RIGHT IT PARTNER

Short project timeframe and not enough IT staff

Not only did the company have to standardize their technology, they had to do so within a short window of time. With no IT staff on hand, the client was unable to take on a project this big on their own. They came to Miles for help with managing the project and implementation.

Several desktop computers on a glass desk with sun shining behind them

THE STRATEGY

Thorough planning of hardware implementation

To complete the project within the tight deadline, strong project management between our IT efforts and the client’s would be necessary to figure out what resources would be needed at what times.

Software developers discussing programming

Planning the Rollout

Our plan was to assign a dedicated IT project manager to coordinate the tasks for both the Miles and client’s IT teams. The Miles IT Rollout Team would handle installations and networking while the client’s team would provide the standardized hardware.

Working with internal IT

To expedite the onsite installation process, the parent company’s IT department would pre-configure all new hardware to their standards, allowing our IT Rollout Team to quickly spin up the hardware and configure all connections within the scheduled cutover window.

THE SOLUTION: NEW EQUIPMENT INSTALLATION AND SETUP

Project management and rapid IT rollout

The first step was for the dedicated project manager to scope out the work for both the Miles and client’s IT teams. The project manager would continue to monitor the progress of both teams to ensure efforts on both ends would stay in line.

The next step was to install all pre-configured network equipment. The initial hardware preparation allowed the onsite installation to be as simple as swapping out the old hardware and plugging in the new equipment.

Once the new network equipment was in place, we established connectivity between the client and their new parent company. We then worked with the client’s IT team to ensure the VPN tunnel from each location was properly established.

To finalize the setup, we swapped out all old workstations for the parent company’s newly-imaged PCs and set up the user accounts in accordance with the network diagram provided by the client’s IT team.

THE RESULTS: IMPROVED SECURITY AND COLLABORATION

Seamless transition to standardized technology

Leveraging the Miles Rapid Response and Rollout Team in collaboration with our client’s internal IT department resulted in the following:

Secured Computing Environment

The client’s hardware was all brought up to the parent company’s standards and securely connected to the company’s network.

Short Turnaround

Working with the client’s IT team, our detailed project management kept both their experts and ours on track.

Minimal impact on operations

Project work was all completed outside of business hours, which meant no disruptions to our client’s day-to-day operations.

The client is now able to operate using the newly installed hardware that is up to their parent company’s security standards.

Accomplish your goals by partnering with an IT company

IT needs vary day-to-day, and you may not always require a full team behind you. That’s why Miles provides our IT Rapid Response and Rollout Team as an extension to your internal IT department. From project management to installations and rollouts, our experts provide the additional manpower you need to get your project across the finish line.

Consulting firm migrates to the Cloud

Consulting firm migrates to the cloud to allow employees to work remotely

woman talking on the phone in front of a desktop computer monitor with a cat on the desk

THE CHALLENGE: CLOUD-BASED IDENTITY AND ACCESS MANAGEMENT

Allow employees to work from anywhere

The client came to Miles IT with a need to move its local server and firewall over to the cloud, which would negate the need for a physical office location as all employees were already working remotely due to the pandemic.

While the client was cloud-curious for some time and had moved file storage and applications over, they still had an on-premise physical server that acted as a domain controller. Remote employees had to use a VPN to connect to the corporate network.

They needed a solution that would provide cloud-based identity and access management and maintain functionality and security available with the physical server.

The client chose to work with Miles because they were an existing IT support customer, and we had recently completed a successful IT project to move their files to Sharepoint, so they could take full advantage of their Microsoft 365 plan.

THE SOLUTION: AZURE AD MIGRATION AND SERVER DECOMMISSION

Move all users off local domain and into the Cloud

We reviewed everything the client presented to us and developed a solution that would meet all requirements necessary for successful implementation. There were four main components to our proposed solution:

Migration

Migrate 25 users from domain to workgroups

Software Set-Up

Set up Azure AD for identity and access management

Hardware Prep

Decommission the existing server and firewall and prepare hardware for removal

Wire Removal

Remove existing wiring from the office

After the client approved our proposal, our team went to work to ensure the project’s success in a timely manner as the client had a hard date to be out of the office.

How we got it done

Set up and configure Azure AD

We provisioned admin and accounts for each user and configured the domain in Azure AD. We also configured the Azure AD environment for password management and multi-factor authentication. Once this was done, we disjoined computers from the local domain and joined them to Azure AD.

Backup & Recovery

We configured Backupify for cloud-to-cloud recovery in the event that the Microsoft network went down or there was a ransomware attack. We also copied any files that existed on the local server.

Decommissioning & Removal

We implemented a trial decommission period to test and verify there were no dependencies. Once the period was over, we removed the server from the network and moved it to storage, where it would eventually be recycled. We also removed the firewall from the network.

Verify User Functionality

We conducted a thorough review of user functionality in the remote, cloud-based environment to ensure all users had the functionality they needed to perform their jobs.

Remove All Wiring

We removed the data wiring and wireless access points from the office and prepared the network hardware and server for removal from the office.

Thinking about the Cloud?

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THE RESULTS: REDUCED COSTS AND BETTER WORK-LIFE BALANCE

Cloud-life is a success for everyone

The cloud migration project was completed in three months, and the client was able to move out of their physical location on-time. The project is a clear example of helping a client who is cloud-curious and already has some cloud-based applications. It also shows how moving over to the cloud can be done in steps to solidify user adoption and mitigate any disruptions that could come from a drastic change in infrastructure.

As an ongoing MAP customer, Miles IT continues to provide monthly support and consultation to the client when asked.

Cost-Savings

After re-assessing the client’s MAP (Miles Assurance Plan), we reduced the cost of their support plan by nearly 40%. The client also saves on any overhead costs as they no longer have a physical location.

Employee Flexibility

Employees can work from anywhere, which can improve work-life balance and employee morale. The client is able to expand their recruitment efforts nationwide to find the best candidates for open positions.

Fewer Support Tasks

We were able to reduce the client’s MAP plan because there were fewer necessary IT support tasks to complete each month as the client went entirely over to the cloud. Monthly support tasks were lowered by nearly 20%.

You Request. We Respond. It Gets Done!®

IT system assessment and consulting

IT SYSTEM ASSESSMENT AND CONSULTING

A real estate broker adds unlimited IT support plan

Miles IT helps a commercial real estate company to maintain a competitive edge by providing monthly analysis and consulting of their business technology.

commercial real estate agent showing a space to a couple

A block of commercial store fronts with no logos or shop names

THE CLIENT

A commercial real estate broker

The client is a commercial real estate broker with four offices located throughout the Delaware Valley. Their current technology environment includes a mix of cloud and local systems. The primary applications they use are cloud-based; however, the email system and a large portion of their file sharing is hosted in-house.

THE CHALLENGE: OUT OF DATE TECHNOLOGIES

Outgrowing a previous IT provider

Over the years, the client’s technology started to lag behind the competition. Their IT provider at the time was no longer able to keep up with the growth or business technology needs of the company. The client came to Miles looking to optimize their current technology environment and to maintain up-to-date technologies.

THE STRATEGY

Reviewing the client’s current IT needs

When the client first came to Miles, our goal was to assess the current state of their technology environment and how their employees use it.

Staying current in the world of technology

Technology is rapidly changing. When the client outgrew their previous IT provider, they gradually fell behind the technology curve. Their technology environment at the time housed a significant amount of physical hardware that had begun to incur more issues as they grew. They needed to find a new solution that would provide proactive and responsive IT support.

Recommending the Miles Assurance Plan

Staying current in the world of rapidly-changing technology is a difficult feat. To counter this, we recommended the Miles Assurance Plan (MAP), which entails a monthly 230-point comprehensive review of the client’s IT systems. This review spans the client’s network, servers, backup systems, user devices, software, security, and more. From there we provide consulting on how to overcome any challenge.

THE SOLUTION: UNLIMITED REMOTE AND ONSITE SUPPORT

Implementing the Miles Assurance Plan

1 – To onboard our client, we started with a network lockdown to ensure that all IT systems were secure before transferring IT responsibilities to our team.
2 – Once the system was secured, we installed our support software on all the client’s systems to allow for quick remote access to any computer experiencing issues. This allows our support team to respond to service requests in a timely manner.
3 – Our next priority was to close any vulnerabilities that still existed. This meant getting all the latest system patches and up-to-date antivirus software.
4 – To finish the onboarding process, we ran a baseline security assessment to ensure the client’s security was up to their own minimum standards as well as ours.
5 – Once onboarding was completed, we began our recurring monthly 230-point check to provide continued consultation on how the customer could optimize their IT systems.

THE RESULTS: QUICK IT SUPPORTS, BETTER RESULTS

A modern IT infrastructure

We now provide unlimited IT support for our client allowing them to focus on greater aspects of their business. This has resulted in the following:

Greater Strategic Planning

Along with our monthly IT assessments, our dedicated client support team provides recommendations on what technology aspects to prioritize.

24/7 Responsive Support

The client is now able to submit service requests through our customer service portal or call our team directly whenever an issue occurs.

Improved Security

With additional layers of added security, such as advanced malware protection, up-to-date antivirus, and web-filtering, the client can rest at ease knowing their systems are secure.

Partnering with an IT company

IT needs vary day-to-day, and you may not always require a full team behind you. That’s why Miles provides IT services personalized for your organization’s exact needs. From project management to installations and rollouts, our experts provide the additional man-power you need to get your project across the finish line.

Wholesale distributor upgrades IT infrastructure

BUILDING SUCCESSFUL CLOUD MIGRATION SYSTEMS

A wholesale distributor upgrades IT infrastructure and migrates to the cloud

Miles IT works with a wholesale distributor to upgrade their current servers and move their email system to the cloud.

low-angle shot of an IT technician installing a new hard drive into a server rack

THE CLIENT

A wholesale distributor

The client is a regional convenience store distributor serving customers throughout the Delaware Valley. They primarily rely on technology for daily operations such as warehouse management, inventory tracking, and communication.

THE CHALLENGE: NEED FOR SECURITY AND STABILITY

Aging in-house infrastructure

When the client came to Miles, they were utilizing a physical host server running two virtual machines. With an aging in-house infrastructure (Exchange 2003, SQL 2005, and Microsoft .NET 3.5), they were in need of a platform upgrade to provide more security and stability.

THE STRATEGY

Analyzing what systems to migrate

The operating systems’ requirements, in conjunction with the required performance specifications of the web application server, ultimately determined that the customer was in need of an upgrade.

Upgrading the in-house server

To create a more efficient environment for supporting the client’s day-to-day business productivity tools, a new virtual machine would need to be created. This new setup would assume the primary roles of the existing web server while also hosting the client’s website.

Moving communications to the Cloud

Shifting their email system to Office 365 would enable the customer to leverage the large scale and highly redundant infrastructure of Microsoft without the need for a hefty local MS Exchange deployment. This would also reduce the dependence on the in-house servers for employees that need email access while working outside the office.

THE SOLUTION: A NEW PHYSICAL HOST AND OFFICE 365

Moving from an in-house solution to the cloud

We started the project by installing and configuring the new physical host.

Next we had to update the compatibility for remaining on-premises infrastructure to the new 2012 servers.

Once the infrastructure was in place, we reviewed the customer matrix to ensure users were provided with the appropriate Office 365 license (e.g. Business Essentials, email vs. kiosk).

We began the email migration to Office 365 using relevant migration tools to set up appropriate DNS records and cut over inbound mail flow to new accounts.

Once the migration was complete, we properly deprecated MS Exchange from the Active Directory (AD), removed AD domain roles, and removed the server from AD.

THE RESULTS: BETTER COMMUNICATIONS, FEWER DISRUPTIONS

Highly available systems and a secure infrastructure

The firm now relies on its hosting providers to maintain the security and availability of the technology infrastructure. This has resulted in the following:

Reduced Server Footprint

With fewer server resources required, the newly installed in-house server consumes less energy, produces less heat, and reduces maintenance costs.

Decreased physical server dependency

Email is now hosted externally, which lessens the load on the internally-hosted server and increases the overall stability.

Access to the latest updates

Using the Business Essentials license, the user can be upgraded to the latest version of Microsoft Office Suite applications as soon as they become available.

Optimize your servers’ capabilities

As a business grows, internal servers and systems become bogged down by aging hardware and increased usage. Miles IT provides IT managed services plans so your technologies never slow you down. Our dedicated teams work to keep your systems updated, and provide necessary recommendations when it’s time to upgrade.

Enabling scalability with healthcare IT solutions

CASE STUDY:

Cloud migration and remote workstation setup for healthcare practitioner

Miles IT works to improve the scalability of a healthcare practitioner by standardizing their technologies and computing processes.

Doctor working on laptop computer and medical stethoscope on clipboard on desk

THE CLIENT

A Healthcare Practitioner

The client is an established healthcare practitioner with offices in New Jersey and Pennsylvania. Before coming to Miles IT, the practice relied on a local hosting solution for their productivity tools and used a mix of both new and old user devices to access their services.

THE CHALLENGE

Unstandardized Business Technologies

The issue of scalability facing the client stemmed from their locally-hosted systems and the lack of standardized devices. This caused problems with their overall security and difficulty connecting to their productivity tools. With a lack of standardization, some devices were more vulnerable than others and difficult to use when it came to working remotely.

THE STRATEGY

Simplifying technology and software systems

The goal was to create device independence by standardizing the practice’s technology and moving away from locally-hosted productivity tools.

Moving to the Cloud

Miles IT would help the practice move from their current locally-hosted EMR & Allscripts, to a cloud solution, athenahealth. This would make systems more secure and keep their client data protection up to industry standards.

Creating Device Independence

Miles would also help standardize the practice’s hardware such as workstations, laptops, and networking to make accessing their systems simple and secure. This would make working remotely and adding future workstations simple.

THE SOLUTION

Move to the Cloud and standardize technologies

First, Miles helped to transfer the client’s data from Allscripts to the cloud service, athenahealth. This would allow the practice’s physicians to access the systems and data they need, regardless of which office they were working in.

Miles then worked to create device independence by standardizing the devices used and the software being run. Along with the athenahealth cloud-based service, this would ensure secure connections and make the process of accessing systems consistent across all devices.

Once policies for standardization were in place, Miles continued to support the practice under the Miles Assurance Plan. Now the office no longer has to worry about manually keeping devices or software up-to-date and their systems are more secure.

THE RESULTS

A highly scalable and secure infrastructure

After moving to the cloud and standardizing user devices, the practice in now able to securely access software systems without going through complicated VPNs or other cumbersome security measures. With the Miles Assurance Plan, Miles now takes care of all the practice’s technology needs, allowing the practice to focus on bigger things like expanding their offices.

Highly Available Systems

The healthcare practice’s systems and client data are now all securely stored and run from the cloud, accessible from anywhere.

Secured Computing Environment

The practice’s new cloud solution in conjunction with standardized user devices and the Miles Assurance Plan keeps their technology secure and up-to-date.

Predictable Technology Budget

The practice no longer worries about unplanned fees for system maintenance and business technology updates.

Improve Your Scalability

Miles IT helps businesses focus on what matters most: their business. When expansion is your goal, we take care of your technologies, ensuring they don’t hold you back. As technologies evolve, we help you adapt—enabling increased scalability while keeping your business ahead of the game.

Miles IT to the Rescue: Handling the Global CrowdStrike Outage

Global CrowdStrike Outage

Immediately jumping into action

12:00 AM

1:00 AM

3:00 AM and on

12:00 PM

Uniquely qualified to succeed

Helping Mestichelli Barnes Dental stay on schedule for all appointments

Coming together to save the day

Balancing Act

Balancing Act

Willingness to Help

Willingness to Help

Diligence & Commitment

Diligence & Commitment

Fast, effective remediation & support during a global crisis

Well-coordinated approach during a chaotic situation

How to better prepare for an IT outage

Need help with your disaster recovery plan?

Credit reporting agency increases reliability & scalability with successful Azure migration

Full-service credit reporting agency

Address outdated hardware and promote growth

Eliminate Reliance on Older Hardware

Enhance Business Continuity/Disaster Recovery (BCDR) Capabilities

Upgrade Operating Systems to Support Specific Ciphers

Recommending & implementing Azure migration

Proven features for solution optimization

Increased stability, accessibility, & flexibility

Enhanced Reliability and Scalability

Strengthened Business Continuity and Disaster Recovery (BCDR)

Future Transition and Adaptability

Continual growth & innovation

Optimize system performance with a cloud migration.

Identifying security improvements through risk assessments

Financial services organization

Recognize gaps in organizational security

Identify Security Shortcomings

Prioritize Key Areas of Improvement

Strengthen Organizational Security Posture

Thorough risk assessments & ranked results

Define Scope

Perform Risk Assessments

Prepare Report

Share Recommendations

Analyze all aspects of organizational security

Sensitive Information Flow Mapping

Organizational Risk Assessment

Internal/External Vulnerability Assessments

Directory Services Vulnerability Assessment and Path to Admin Testing

Documentation Assessment

Office 365 Assessment

Network Device Configuration Assessment

NIST CSF Maturity Assessment

Clearly defined areas of improvement

Increased understanding of security challenges

Know exactly where you stand with an in-depth risk assessment.

Receiving a favorable SOC 2 report with in-depth audit assistance

Healthcare benefits organization

Demonstrate security standards through a SOC 2 audit

Obtain Accredited SOC 2 Audit

Provide Evidence of Organizational Controls

Meet Customer Requirements

Thorough risk assessments & audit guidance

Streamline audit approach & enhance controls

Client obtained a favorable SOC 2 report & gained experience with the audit process

Continual accreditation & ongoing partnership

Receive in-depth guidance & training during your next audit.

Enhancing organizational security controls with penetration testing

Service-based organization

Increase understanding of current security activities

Clarify Specific Security Controls

Achieve Regulatory & Customer Requirements

Heighten Security Posture

Comprehensive penetration test engagement

Identify & prioritize opportunities for improvement

Greater clarity on recommended security controls

Increased Awareness of End-User-Centric Controls

Regulatory & Customer Compliance

Specific Paths for Remediation