Thank you MedMinder for being a trusted partner for

6 months

IT Status
Report

Year to Date

"Do what you can, with what you have, where you are."

— Theodore Roosevelt

IT Review Timeline

Last Month March 2026
171

Tickets

160

Resolved

The Citara service desk handled 171 tickets with 160 resolved during this period.

Last Quarter Q2 2026
455

Tickets

444

Resolved

The Citara service desk handled 455 tickets with 444 resolved during this period.

Year to Date 2026 Year to Date
656

Tickets

645

Resolved

The Citara service desk handled 656 tickets with 645 resolved during this period.

Strategic Insights

AI analysis of ticket patterns, performance trends, and operational risks — generated for executive review.

Strengths What's delivering value

Rapid Response Performance

Average first response time of 3 minutes places MedMinder's IT support well ahead of the industry benchmark of 4 hours 42 minutes. This means issues are acknowledged and triaged almost immediately during business hours.

High Resolution Rate

98% of all tickets have been resolved year to date, with 78% closed same day. This demonstrates strong first-contact resolution and minimal backlog accumulation.

Consistent Service Delivery

With 656 tickets processed through structured queues with defined SLA targets, MedMinder benefits from predictable, measurable IT support rather than ad-hoc troubleshooting.

Recommendations Strategic investments for management consideration

Hardware Lifecycle Planning

Recurring hardware tickets suggest an opportunity to implement a proactive device refresh cycle. Planned replacements reduce emergency procurement costs and minimize employee downtime.

Self-Service Enablement

Common requests like password resets and software access could be streamlined through self-service tools, freeing technician time for higher-value work and reducing ticket volume.

Documentation & Knowledge Base

Investing in internal documentation for recurring procedures would accelerate onboarding of new IT staff and ensure consistent resolution of common issues across the team.

Service Desk

LIVE
3 min

Avg Response Time

Business hours Mon–Fri 8–5 EST

1.9h

Avg Time to Resolve

From ticket open to resolved

1.1 days

Avg Days to Close

78% closed same day

656

Total Tickets

645

Resolved

909.5

Total Manhours

191

Active Users

219

Managed Devices

Year to date, the Citara service desk has handled 656 tickets for MedMinder with 645 resolved and 11 remaining in backlog. Our average first response time sits at 3 min during business hours, with an average resolution time of 1.9h. 78% of all tickets are closed same day, reflecting a focus on rapid turnaround and minimal disruption to MedMinder's operations.

Ticket Distribution by Queue

Level I Support 351
Level II Support 257
SOC 48

Security Desk

LIVE
Avanan Email Security
29

Total Email Threats YTD

19

Restore Requests

10

Phishing Reports

Avanan scans every inbound email to MedMinder's Microsoft 365 environment, quarantining phishing, malware, and impersonation attempts before they reach staff. Legitimate emails flagged by mistake are restored by the Citara SOC team via restore requests.

Endpoint Protection ThreatLocker
212

Endpoints Enrolled

153

In Lockdown Mode

212 MedMinder endpoints are enrolled with 153 in full lockdown (deny-by-default). Only pre-approved applications can execute — ransomware, cryptominers, and unauthorized software are blocked before they can run. 3 application whitelist requests were processed YTD to keep approved tools running smoothly.

Managed Detection & Response ACTIVE 24/7
11

MDR Alerts Investigated

48

SOC Security Events

Cyber Hero MDR monitors all MedMinder endpoints around the clock for advanced threats — credential theft, lateral movement, suspicious processes, and risk indicators. Each alert is investigated by the Citara SOC team and contained before it can escalate.

Cloud Monitoring Microsoft 365
2

Cloud Security Events Detected

MedMinder's Microsoft 365 environment is monitored 24/7 through ThreatLocker Cloud Detect. 2 cloud security events were detected YTD — including impossible travel alerts, suspicious sign-ins, and atypical access patterns. When a compromise is detected, the account is locked immediately before an attacker can exfiltrate data or set up forwarding rules.

Project Desk

LIVE
Active Initiatives
IN PROGRESS

Server Infrastructure Upgrade

Upgrading MedMinder's on-premise server infrastructure to improve performance, capacity, and reliability across all locations.

PLANNED

Ubiquiti Network Refresh

Full network deployment refresh across MedMinder facilities using Ubiquiti infrastructure. Targeted for completion by end of year.

Business Continuity

LIVE
100%

Server Backup

5 servers — all current

99.86%

Office 365 Backup

M365 data coverage — Exchange, SharePoint, OneDrive, Teams

Server Backup Status — MedMinderDR1 Appliance
Server Last Backup Status
D5VM0H03 Apr 7, 2026 3:35 AM (15h ago) Current
D5VM1H03 Apr 7, 2026 3:12 AM (16h ago) Current
MMNPDC01 Apr 7, 2026 4:27 AM (15h ago) Current
MMNPDC02 Apr 7, 2026 4:10 AM (15h ago) Current
VBMS Apr 7, 2026 4:27 AM (15h ago) Current

Your Service Team

MedMinder is supported by a dedicated team of 7 IT professionals with over 55 years of combined experience across infrastructure, security, cloud, and end-user support. From frontline helpdesk through senior engineering, every tier is staffed to ensure rapid response, deep technical expertise, and seamless escalation. This team operates as an extension of MedMinder's own organization — accountable, proactive, and committed to delivering enterprise-grade IT outcomes.

EB
Ethan Brush
Director of IT Services
AJ
Alan Jurek
Senior Systems Engineer
CD
Craig DelliCarpini
Junior Engineer
RV
Rondell Villegas
Junior Engineer
GB
Gabe Basilio
Helpdesk Technician
RAB
Rose Anne Bongay
Helpdesk Technician
EB
Eric Bernaldo
Helpdesk Technician

Implemented IT Services

Citara Service Delivery Model

AutoTask PSA

Structured, SLA-driven IT service management that eliminated MedMinder's ticket backlog and enables proactive support.

What this means for MedMinder

Every request is logged, categorized, prioritized, and routed to the right team automatically
Defined SLA targets with escalation paths ensure nothing falls through the cracks
Tiered queue structure (Level I → II → III → SOC) for efficient escalation and resolution
Full visibility for MedMinder leadership into IT performance, trends, and outcomes

Email Security

Avanan

Every email reaching MedMinder inboxes is scanned by Avanan before delivery — an inline security layer behind Microsoft 365 that catches what Microsoft misses.

What this means for MedMinder

Blocks phishing emails, malware attachments, and CEO impersonation attacks before they reach staff
Quarantines suspicious messages automatically — Citara SOC reviews and restores legitimate emails
Protects against zero-day threats that bypass Microsoft's built-in Defender filters
Covers all MedMinder mailboxes including shared and distribution lists

Endpoint Protection (MDR)

MDR + ThreatLocker

Every workstation and server is monitored 24/7 by our SOC team and locked down with deny-by-default application control.

What this means for MedMinder

24/7 real-time threat monitoring across all MedMinder endpoints by Citara SOC analysts
Suspicious activity (credential theft, lateral movement, unusual processes) investigated and contained immediately
ThreatLocker blocks any application not explicitly approved — stops ransomware and cryptominers cold
Ringfencing prevents approved apps from launching dangerous tools (e.g., PowerShell from Office)

Security Awareness Training

BreachSecure

Ongoing training and realistic phishing simulations that turn MedMinder staff into a human firewall — the strongest defense against social engineering.

What this means for MedMinder

Short, engaging training modules covering phishing, password hygiene, social engineering, and data handling
Regular simulated phishing campaigns with realistic attack scenarios targeting staff
Immediate, non-punitive coaching for anyone who interacts with a simulated threat
Tracks progress per user and department — identifies who needs additional support

Office 365 Backup

Datto SaaS Protection

Independent backup of MedMinder's entire Microsoft 365 environment — protection against accidental deletion, ransomware, and Microsoft outages.

What this means for MedMinder

Backs up Exchange email, SharePoint, OneDrive, and Teams data independently from Microsoft
Full point-in-time restore capability — recover individual emails, files, or entire mailboxes
Protection against ransomware encryption, rogue admin deletion, and Microsoft service outages
Running at 99.86% backup coverage year to date with continuous automated backups

Server Backup & Disaster Recovery

Datto BCDR

Image-based backup of 5 critical servers with local and cloud replication — MedMinder can be back online in minutes, not days.

What this means for MedMinder

5 servers protected on the MedMinderDR1 appliance with nightly image-based backups
Local backup for fast restore + automatic cloud replication for disaster recovery
If a server fails, it can be virtualized on the appliance or in the Datto cloud within minutes
Protects against hardware failure, ransomware, fire, flood, and any physical disaster scenario

Secure Overseas Workflow

Windows 365

Cloud-based desktops for overseas staff — patient data never leaves Microsoft's secure cloud infrastructure.

What this means for MedMinder

Full Windows desktops running in Microsoft Azure — no data stored on personal devices abroad
Conditional access policies ensure only compliant, MFA-authenticated sessions connect
All processing happens in the cloud — zero risk of sensitive data on unmanaged foreign devices
Gave MedMinder a secure, HIPAA-conscious way to extend operations internationally

O365 Cloud Monitoring 24x7

ThreatLocker

Round-the-clock monitoring of MedMinder's Microsoft 365 tenant — compromised accounts are locked before attackers can act.

What this means for MedMinder

Monitors for suspicious sign-ins, impossible travel, token theft, and anomalous mailbox behavior
Compromised accounts are locked automatically before data exfiltration or forwarding rules are set
Operates 24/7 including nights, weekends, and holidays — no gaps in coverage
Provides a critical last line of defense for MedMinder's cloud identity perimeter