IT Managed Services & Support for Mental Health Nonprofit

Please describe your company and position. I am a Manager at Mind OC Describe what your company does in a single sentence. Mind OC is a non-profit organization dedicated to improving mental health in Orange County, California.

What specific goals or objectives did you hire BRITECITY to accomplish?

How did you find BRITECITY? Referral Why did you select BRITECITY over others? Great culture fit Referred to me How many teammates from BRITECITY were assigned to this project?

6-10 Employees Describe the scope of work in detail. Please include a summary of key deliverables. 1.

Initial Infrastructure Setup Domain Setup: Established and configured the domain for Mind OC, including security settings, domain registration, and user access management. Email and Cloud Storage: Provisioned email services and configured cloud storage solutions, ensuring compliance with security and data protection requirements specific to healthcare systems. 2.

Device Management and Setup Device Setup: Managed setup of all company devices, including laptops, desktops, smartphones, and tablets. Ensured device configurations meet organizational and security standards. Software Installation: Installed essential software packages, including Adobe and Microsoft Office Suite, with required licensing and updates.

Ongoing Updates and Maintenance: Regular software and firmware updates, ensuring devices remain functional and secure. 3. Procurement and Equipment Management Equipment Procurement: Facilitated the procurement of hardware and software, from vendor selection and pricing negotiation to order placement, delivery, and setup.

Inventory Management: Maintained an up-to-date inventory of all company devices and software licenses. 4. Help Desk Support Tiered Support Services: Provided Tier 1, Tier 2, and Tier 3 help desk services, addressing a range of issues from general user support to specialized technical troubleshooting.

Service Documentation and Reporting: Delivered ongoing reports on help desk activities, including ticket resolution rates, response times, and customer satisfaction. 5. Special Projects and Custom Solutions Custom Projects: Handled special projects as needed, from system upgrades to custom software implementations.

Consulting and Strategic Planning: Offered consulting services to align IT solutions with Mind OC’s business goals and strategic initiatives. 6. Ongoing Partnership and Support Proactive System Monitoring: Provided continuous monitoring of systems to prevent issues, identify potential improvements, and ensure uninterrupted operations.

Partnership Development: Maintained a collaborative relationship, regularly reviewing services, implementing improvements, and providing insights on new technology opportunities.

What were the measurable outcomes from the project that demonstrate progress or success? 1. System Performance and Uptime Uptime Percentage: There has been no noticeable downtime in any of our cloud-based solutions.

Response Time for Issues: Average response time for help desk tickets or support requests has been very satisfactory, especially for critical incidents. 2. User Satisfaction Help Desk Ticket Resolution Rates: We have a high rate of issues that are resolved quickly without requiring escalations.

Feedback on Special Projects: We have had positive user feedback and survey responses for special projects BriteCity has completed. 3. Service Efficiency Average Time to Resolution: We have seen shorter resolution times.

Reduction in Recurring Issues: There has been a decrease in recurring technical issues or a lower volume of similar support requests. 4. , combining software licenses, finding hardware deals).

5. Compliance and Security Compliance with Regulatory Requirements: Compliance with HIPAA, EMTALA, and California’s reporting requirements have been met. , data breaches, phishing attacks).

6. Special Project Outcomes Timely Project Completion: For special projects, projects were completed on or before the deadline. Describe their project management.

Did they deliver items on time? How did they respond to your needs? Their project management has been proactive in meeting timelines.

They are always available for virtual or in person meetings. and have been flexible with changes on our end. They have been timely in their response to our needs.

What was your primary form of communication with BRITECITY? In-Person Meeting Virtual Meeting Email or Messaging App What did you find most impressive or unique about this company? Although they are a big company that manages the IT needs for other companies, our organization's needs are always treated with priority as if we are their only client.

Are there any areas for improvement or something BRITECITY could have done differently? Not that we can think of.