Client Background
Client Name: Louise Kobi
Location: Northeastern Pennsylvania
Industry: Residential/Personal IT Support
Louise Kobi, a long-time computer user, became the target of a sophisticated online scam involving a fake McAfee “support technician.” This scam nearly cost her $10,000 and left her feeling shaken and unsafe about her personal computer use.
The Challenge
Louise reached out to Diamond City IT in a panic, explaining she had potentiallyv lost $10,000 to a fraudulent McAfee technician. Even worse, she suspected the scammer still had remote access to her Windows 11 Home laptop.
The immediate concerns were:
- Preventing additional unauthorized access to her device.
- Securing her system against future threats.
- Restoring her confidence in using her computer.
Our Response
When Louise contacted us, she was understandably scared and overwhelmed. Diamond City IT acted immediately:
- Immediate Instructions – We advised her to shut down her computer right away to prevent the attacker from continuing to access her system.
- Onsite Visit – We scheduled an emergency onsite appointment to address the issue in person.
- Assessment & Containment – Upon arrival, we discovered the scammer still had access to her laptop. We determined a full rebuild of her system was the safest solution.
The Solution
Diamond City IT executed a complete remediation plan:
- Hardware Upgrade & Security Reset:
Replaced her internal hard disk with a new solid-state drive (SSD), providing both performance improvements and an added layer of security. - Operating System Reinstallation:
Installed a clean copy of Windows 11 Home to ensure all traces of the attacker’s access were removed. - Security & Management Tools:
- Deployed NinjaOne RMM for ongoing remote monitoring and patch management.
- Installed Bitdefender GravityZone, an enterprise-grade antivirus and endpoint protection platform, to defend against future threats.
The Results
- Scammer’s Access Eliminated: The attacker lost all control of the system after the rebuild.
- Enhanced Security Posture: With Bitdefender GravityZone and NinjaOne RMM in place, Louise now benefits from enterprise-level security and proactive monitoring.
- Peace of Mind Restored: Louise regained confidence in her computer and digital safety.
Conclusion
This case highlights the importance of quick action in response to cyber scams. By immediately shutting down the system, replacing compromised hardware, and deploying enterprise-grade security solutions, Diamond City IT successfully protected a client from further financial loss and gave her back peace of mind.
At Diamond City IT, we don’t just fix problems—we help clients feel safe in the digital world.
