Challenge
Partners needed confidential matter data protected while staff expected fast desk-side response.
Approach
- Classified tickets by impact with escalation to senior engineers.
- Implemented encrypted laptop standards and guest Wi-Fi separation.
- Managed Microsoft 365 litigation hold requests with documented process.
- Monitored document management servers outside business hours.
Outcomes
- Critical matter system outages escalated within 15 minutes.
- Device refresh completed without court-day disruption.
- Monthly reports shared with practice manager and IT committee.
