In the world of IT, seamless collaboration across teams is crucial. Recently, we partnered with a major Portland client to resolve a complex firewall cluster upgrade issue that had been ongoing for several months. This client has over 400 employees and is a public broadcasting network serving the Pacific Northwest. They have a 24 hour operation that can have zero downtime.

Here’s how we tackled it. 

Step 1: Setting the Stage 

The initial request was straightforward: schedule one of our consultants for onsite assistance. But complexities quickly emerged. 

• Environmental Constraints: The client’s environment couldn’t temporarily run on a single firewall, requiring extra planning. 

• Rescheduling Challenges: Unforeseen circumstances, like the busy election season, forced multiple delays. 

Step 2: Adapting to New Variables 

A meeting with Cisco engineers revealed a new requirement: downloading a different FTD software image. Sarah, our Customer Support Specialist, took charge by: 

• Reaching out to the client’s point person for updates on the software. 

• Offering consistent follow-ups, ensuring alignment across teams. 

• Promptly addressing updates or concerns to avoid further delays. 

Step 3: Coordinating the Team 

Our operations team’s proactive communication kept the project on track. Regular updates ensured the client’s needs were met and the technical team had clear instructions. 

By maintaining a steady rhythm of updates and touchpoints, Sarah ensured the project stayed organized and on schedule despite shifting circumstances. 

The Results  

While the project faced hurdles, Access Tech’s collaborative approach ensured no details were overlooked. We were able to deliver results that exceeded the initial request. At Access Tech, we don’t just solve problems—we foster trust by taking ownership of every project. Whether it’s downloading a software image, coordinating with third-party engineers, or rescheduling for a busy election season, we ensure our clients feel supported. 

If you’re looking for an IT partner who takes the stress out of complex projects, we’d love to help! Let’s talk about how we can make your next IT upgrade seamless and successful.