Client Background

MercyFirst is a New York–based nonprofit organization that supports children and families through residential care, clinical services, and education across Long Island and New York City. Their mission is deeply human-providing safety, stability, and care to vulnerable children. To do that well, their technology must simply work.

When Vancord first partnered with MercyFirst, IT operations were anything but simple. Staff tracked support tickets in Excel spreadsheets, WiFi dropped frequently, and the small internal IT team struggled to keep up. Users were frustrated, processes were unclear, and infrastructure was outdated, creating unnecessary daily stress across the organization.

Vancord’s goal was to bring order, visibility, and modern security to MercyFirst’s IT environment without disrupting its mission-critical work.

Challenges

Before working with Vancord, MercyFirst faced familiar nonprofit challenges:

  • Unmanageable ticket volume. Frequent end-user issues and no clear system for tracking or follow-up.
  • Aging infrastructure. One flat network (single VLAN) increased risk and slowed troubleshooting.
  • Limited documentation. Without a help desk platform, there was little transparency or accountability.
  • Low digital confidence. Staff were experts in care, not technology and needed a partner who could educate as much as support.

Each problem created real-world impact: every dropped WiFi connection or delayed password reset meant lost time helping families.

Approach

Vancord didn’t start with technology, it started with listening. Weekly meetings with MercyFirst’s technology leaders built trust, identified priorities, and created a rhythm for improvement.

From there, the approach was clear:

  1. Stabilize daily operations. Reduce ticket noise and improve user experience.
  2. Modernize infrastructure. Upgrade WiFi, network segmentation, and device management.
  3. Embed security. Integrate monitoring, MFA, and process-level cybersecurity practices.
  4. Empower the internal IT team. Build a true co-managed model for long-term success.

Solutions

1. Help Desk Transformation

Vancord replaced spreadsheet ticket tracking with Autotask, a centralized service desk platform. Through a co-managed setup, MercyFirst’s IT team and Vancord engineers now work from the same queue, ensuring every request receives attention.

The addition of Service Level Agreements (SLAs), escalation paths, and Quarterly Business Reviews (QBRs) created structure and accountability that replaced guesswork with clarity.

2. Infrastructure Modernization

MercyFirst’s wireless network was one of the most common sources of user complaints. Vancord deployed Ruckus access points across major sites, eliminating 90% of WiFi-related tickets and restoring reliability for frontline staff.

Next came network segmentation, moving from a flat design to a secure, structured environment that improved both performance and protection. Remote monitoring tools (RMM) and standardized patching further strengthened the foundation.

3. Security Enhancement

Security was woven into every step. When Vancord’s Security Operations Center (SOC) detected a critical alert in MercyFirst’s environment, the team responded immediately, remediating issues like missing MFA and weak password practices.

Post-incident, Vancord guided MercyFirst in tightening remote access, enabling multi-factor authentication, and rolling out improved security awareness training.

4. Process Integration and Education

To improve internal efficiency, Vancord introduced automated workflows for HR onboarding and offboarding and implemented clearer internal ticket routing through the Autotask system.

Each support interaction became a chance to educate staff on basic troubleshooting skills and digital hygiene. Over time, end users became more confident and capable, allowing MercyFirst’s IT team to focus on higher-impact projects.

Results

The combined impact of these efforts transformed MercyFirst’s technology operations.

  • 90% fewer WiFi-related tickets following the wireless infrastructure upgrade.
  • Faster response times and clearer communication through the co-managed service desk.
  • Stronger cybersecurity posture, supported by MFA, SOC monitoring, and improved awareness.
  • Greater collaboration and trust between internal IT and Vancord’s engineering team.
  • More confident, self-sufficient staff thanks to continuous education and process improvements.

As one MercyFirst leader put it:

“Vancord is crucial for us at MercyFirst. This partnership is invaluable. We see them as an indispensable ally in our mission.”

Together, these changes turned MercyFirst’s IT from a daily struggle into a stable, secure, and well-managed environment, one that fully supports the organization’s mission of care and community.

Why It Worked

  • Co-managed partnership: MercyFirst stayed in control; Vancord added structure and expertise.
  • Quick wins built momentum: Tackling WiFi first proved value early and inspired confidence.
  • Security made practical: SOC insights and simple daily controls improved protection without complexity.
  • Consistent cadence: Weekly meetings and QBRs kept both teams aligned and proactive.

Looking Ahead

With stability achieved, MercyFirst and Vancord are now focused on the next stage: migrating to cloud-based collaboration through SharePoint and Azure Active Directory.

The roadmap emphasizes secure architecture, user education, and continuous improvement, ensuring MercyFirst’s technology evolves alongside its mission.

Summary

Vancord helped MercyFirst move from ad hoc IT chaos to a confident, co-managed environment where technology supports care, not complicates it.

By pairing steady communication with smart modernization, Vancord delivered what every nonprofit needs: Clarity, security, and a partner that truly listens.