MLA Geotechnical: How TechProComp rReduced IT tickets by 90%

Executive Summary

When TechProComp first partnered with MLA Geotechnical, the company was struggling with unstable IT systems, recurring outages, poor communication from IT support, weak cybersecurity controls, and a technology environment that was holding the business back.

The network was slow. Wi-Fi was unreliable. Users experienced constant connectivity issues. Computers were outdated. Backups were incomplete or not properly validated. The server rack was disorganized, exposed to heat, and lacked proper environmental controls. There were no clear IT policies, limited documentation, poor leadership visibility, and more than 200 IT tickets per month for approximately 100 users.

Within 12 months, TechProComp stabilized the environment, rebuilt the technology foundation, implemented a complete cybersecurity framework, modernized infrastructure across all three locations, improved business continuity and disaster recovery, and reduced monthly ticket volume to approximately 20 tickets per month.

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Monthly tickets before

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Monthly tickets after

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Ticket reduction

Client

MLA Geotechnical

Industry

Geotechnical Engineering / Professional Services

Users Supported

Approximately 100 users

Locations

3 locations

Engagement

Managed IT, Cybersecurity, Business Continuity,
Infrastructure Modernization, vCIO Services

Outcome

Stable, secure, documented, scalable IT operations

The Challenge

Before TechProComp, MLA Geotechnical’s IT environment was highly reactive. The company was experiencing frequent interruptions that affected productivity, communication, and employee confidence in technology.

Unstable Network and Connectivity

Slow network performance, frequent connectivity problems, unreliable Wi-Fi, and recurring issues across multiple locations.

High Ticket Volume

More than 200 tickets per month for approximately 100 users, with many tickets tied to repetitive root causes.

Weak Cybersecurity Posture

No complete cybersecurity framework, inconsistent endpoint controls, local administrator access, malware, and limited user security training.

No Mature Backup or Recovery Strategy

Backups and recovery processes were not aligned with business continuity goals or leadership expectations.

Poor Infrastructure Conditions

A disorganized server rack, bad cabling, insufficient cooling, and no environmental monitoring created unnecessary business risk.

Limited Leadership Visibility

C-level executives lacked clear reporting on tickets, projects, risk, budget, documentation, and priorities.

The TechProComp Approach

TechProComp approached MLA Geotechnical’s environment with one clear goal: move the company away from reactive support and build a stable, secure, and scalable technology foundation.

Instead of applying temporary fixes, TechProComp focused on root-cause resolution, infrastructure modernization, cybersecurity controls, documentation, leadership communication, and long-term planning.

1

Stabilize the environment

Resolve recurring network, Wi-Fi, endpoint, and server issues.
2

Secure the business

Deploy layered cybersecurity controls across users, devices, email, applications, and access.
3

Modernize infrastructure

Upgrade network, cabling, Wi-Fi, servers, endpoints, and environmental controls.
4

Improve resilience

Implement business continuity, disaster recovery, redundancy, ISP backup, UPS upgrades, and Azure-connected recovery planning.
5

Give leadership visibility

Use QBRs, IT budget, risk register, documentation, and real-time ticket/project/work order reporting.

Solution Delivered

1. Full Network Modernization

Full network assessment across all three locations
Network hardware review and replacement planning
Improved network redundancy
Replacement of traditional VPN with secure Auto VPN
Ongoing network monitoring and documentation

Wi-Fi assessment and optimization
Bad cable identification and replacement
ISP backup link implementation
Updated diagrams for all three locations

2. Business Continuity and Disaster Recovery

Backup review and redesign
Disaster recovery planning
Redundancy planning
UPS replacement to protect critical infrastructure

Azure-connected business continuity strategy
Recovery process documentation
ISP backup link for connectivity resilience
Environmental improvements to reduce server room risk

3. Cybersecurity Framework Implementation

Full cybersecurity framework implementation
AI-powered email filtering
Full application control
Full device control and device encryption
Microsoft 365 security audit
SOC implementation for monitoring and response

Malware removal from the environment
Security awareness training for all employees
Removal of local admin rights from computers
Password manager rollout for all users
File server and shared folder permissions audit

4. Endpoint Standardization and Computer Replacement

Replaced outdated computers
Removed unnecessary software
Implemented device encryption
Applied application control policies

Audited installed applications
Removed local administrator rights
Standardized endpoint security controls
Improved procurement planning for future refresh cycles

5. Server Room Cleanup and Infrastructure Protection

Cleaned and reorganized the server rack
Improved cable management
Installed AC for proper cooling
Improved documentation of physical infrastructure

Replaced bad cables
Replaced UPS equipment
Added temperature sensors

6. Microsoft 365, File Server, and Application Audits

Microsoft 365 audit
Shared folder permissions audit
Application audit
QuickBooks database troubleshooting and fix

User access review
File server access cleanup
Removal of unnecessary or risky software
Documentation of key systems and application dependencies

7. Leadership Visibility, Documentation, and Governance

Quarterly Business Reviews
Risk register creation
IT documentation shared with shareholders
Clear communication with leadership
Work order tracking and ticket trend reporting

IT budget planning
Real-time tracking for projects, tickets, and work orders
Regular onsite visits
Project roadmap visibility

Results

Area	Before TechProComp	After TechProComp
Ticket Volume	200+ tickets per month	Approximately 20 tickets per month
Network Stability	Slow, unstable, recurring connectivity issues	Modernized, redundant, documented network
Wi-Fi	Frequent problems and poor reliability	Full Wi-Fi assessment and improved performance
Cybersecurity	Weak controls, malware, local admins, limited training	Layered cybersecurity framework with SOC, application control, training, encryption, and device control
Backups / DR	No mature business continuity strategy	Azure-connected business continuity and disaster recovery plan
Server Room	Disorganized rack, poor cabling, no AC, no temperature monitoring	Clean rack, cable replacement, UPS replacement, AC, temperature sensor
Devices	Old computers, inconsistent setup	Computer replacement, endpoint standardization, application cleanup
Leadership Visibility	Limited communication and no clear roadmap	QBRs, IT budget, risk register, real-time tracking, shared documentation
Remote Access	Traditional VPN with security and usability limitations	Secure Auto VPN with improved remote access security

Ticket Volume

Before TechProComp: 200+ tickets per month
After TechProComp: Approximately 20 tickets per month

Network Stability

Before TechProComp: Slow, unstable, recurring connectivity issues
After TechProComp: Modernized, redundant, documented network

Wi-Fi

Before TechProComp: Frequent problems and poor reliability
After TechProComp: Full Wi-Fi assessment and improved performance

Cybersecurity

Before TechProComp: Weak controls, malware, local admins, limited training
After TechProComp: Layered cybersecurity framework with SOC, application control, training, encryption, and device control

Backups / DR

Before TechProComp: No mature business continuity strategy
After TechProComp: Azure-connected business continuity and disaster recovery plan

Server Room

Before TechProComp: Disorganized rack, poor cabling, no AC, no temperature monitoring
After TechProComp: Clean rack, cable replacement, UPS replacement, AC, temperature sensor

Devices

Before TechProComp: Old computers, inconsistent setup
After TechProComp: Computer replacement, endpoint standardization, application cleanup

Leadership Visibility

Before TechProComp: Limited communication and no clear roadmap
After TechProComp: QBRs, IT budget, risk register, real-time tracking, shared documentation

Remote Access

Before TechProComp: Traditional VPN with security and usability limitations
After TechProComp: Secure Auto VPN with improved remote access security

Ticket Reduction Impact

Before TechProComp, MLA Geotechnical generated more than 200 tickets per month for approximately 100 users. After TechProComp completed the modernization and stabilization work, monthly ticket volume dropped to approximately 20 tickets. This represents roughly a 90% reduction, achieved by fixing root causes instead of applying temporary patches.

Business Impact

Improved Productivity: Employees experienced fewer interruptions, faster systems, better connectivity, and more reliable access to business applications.

Stronger Security: The company gained endpoint protection, application control, device encryption, password management, AI email filtering, security training, and SOC monitoring.

Better Business Resilience: Improved backups, business continuity planning, disaster recovery, UPS upgrades, ISP redundancy, and Azure-connected recovery strategy made the business better prepared for outages and cyber incidents.

Cleaner Operations: The server room, cabling, network diagrams, documentation, applications, devices, and permissions were cleaned up and organized.

Executive Confidence: Leadership gained visibility into IT operations through QBRs, IT budgeting, risk registers, real-time project tracking, ticket reporting, and shared documentation.

Why This Project Was Successful

Root-cause resolution instead of band-aid fixes
Clear modernization roadmap
Strong cybersecurity-first approach
Regular onsite presence
Clear communication with leadership
Real-time visibility into tickets, work orders, and projects
Documentation of all critical systems
Long-term planning through QBRs, IT budget, and risk register

The TechProComp Difference

MLA Geotechnical needed more than a help desk. They needed a technology partner that could stabilize operations, reduce risk, modernize systems, and communicate clearly with leadership.

TechProComp delivered that transformation by combining managed IT, cybersecurity, business continuity, infrastructure modernization, documentation, and vCIO-level planning into one integrated service model.

The result was a technology environment that became more reliable, more secure, and better aligned with the business.

Final Outcome

Full network upgrade across three locations
Improved Wi-Fi and connectivity
Business continuity connected with Azure
Disaster recovery planning
Network redundancy and ISP backup
Cybersecurity framework implementation
Malware removal
AI email filtering
Cybersecurity training for all employees
Full application control

Removal of local admin rights
Device control and encryption
UPS replacement
AC installation and temperature monitoring
Microsoft 365 audit
File server and shared folder audit
Secure Auto VPN implementation
Updated diagrams for all locations
Quarterly Business Reviews
Real-time ticket, project, and work order visibility

Shared IT documentation for stakeholders
Password manager implementation
Application audit and software cleanup
QuickBooks database repair
IT budget creation
Risk register creation
Full SOC implementation
Regular onsite visits
Ticket reduction from 200+ to approximately 20 per month
A scalable IT foundation for future growth

Closing Statement

MLA Geotechnical’s IT environment went from unstable, reactive, and high-risk to organized, secure, resilient, and strategically managed. TechProComp did not just fix IT problems. We rebuilt the foundation so the business could operate with confidence.