The Challenge
Multiple issues were impacting service delivery. The network infrastructure was unstable, causing outages across the building. VOIP systems were fragmented, and call quality was inconsistent. Additionally, there was limited visibility into IT incidents, a lack of SOPs, and no unified support process. There were security concerns, including open ports, misconfigured firewalls, and unmanaged devices. Staff frustration was high due to long task-transfer times, slow response, and tool confusion. Leadership needed a partner who could stabilize the environment without disrupting the organization’s mission-critical social services.
Our Approach
- Infrastructure Modernization
Orca Intelligence rebuilt FSFSC’s network foundation by fully redesigning the LAN/WAN architecture, isolating and remediating hidden network loops, documenting every switch, port, and device, implementing new security segmentation with VLANs and ACLs, and enhancing Wi‑Fi access and stability across all floors.
- VOIP Transformation
The team migrated FSFSC from fragmented telephony to Microsoft Teams‑based VoIP, integrating Poly 250 phones and eliminating costly legacy systems.
- IT Support System and Managed Services
Orca Intelligence built a full-service IT support ecosystem that includes 24/7 monitoring of the network, servers, VPN, and firewalls; an incident management system with SLAs; endpoint protection for all staff; cloud services administration for Microsoft 365; and regular reporting dashboards for leadership, with FSFSC logging 232+ completed incidents since July, demonstrating both volume and responsiveness.
- Staff Training and Operational Alignment
To ensure staff alignment, Orca provided training sessions covering Teams Phones, VPN and remote access, device security, and new internal SOPs.
Results
FSFSC achieved several measurable results, including 90% staff adoption of the weekly IT newsletter, which improved communication and transparency across the organization. The network is now fully stabilized with a documented architecture, resulting in zero major outages after modernization. The transition to a unified Microsoft Teams–based VoIP system replaced the previous Comcast-based setup, saving both time and cost. Leadership now has complete visibility through dashboard‑driven insights into incidents, security, and overall infrastructure performance. In addition, FSFSC’s security posture has been significantly strengthened through firewall hardening, port closures, enhanced segmentation, and broader risk reduction.
