Urban Pathways: From Slow Support to Fast, Secure IT

Urban Pathways is a New York nonprofit that provides supportive housing and services to people experiencing homelessness. When Gary Jenkins joined as Chief Executive Officer, the organization was struggling with a previous IT provider known for slow response times and unresolved issues. Xperteks took over IT management, bringing fast, responsive support, proactive cybersecurity, and a consultative approach that earned the trust of senior leadership.

About the Client

Urban Pathways is a New York nonprofit dedicated to helping people experiencing homelessness move into stable, supportive housing. The organization runs on reliable technology, from email and remote access to secure systems that protect sensitive information across its team.

Gary Jenkins serves as Chief Executive Officer, with responsibility for the operations that keep the organization running, including its IT function. When he joined, technology reliability was a daily source of friction rather than a foundation he could count on.

The Challenge: A Slow, Unresponsive IT Provider

When Gary joined Urban Pathways, the team was dissatisfied with their previous IT provider. Response times were slow, issues went unresolved, and the organization needed a partner that could handle urgent technical needs effectively.

For a nonprofit where staff rely on systems and email to deliver services, those delays were more than an inconvenience. They put daily operations at risk and left leadership without confidence that problems would be handled.

We're getting better IT service than we ever did with our previous provider.

Gary Jenkins, Chief Executive Officer, Urban Pathways

Why Urban Pathways Chose Xperteks

As Urban Pathways evaluated a new IT partner, what set Xperteks apart was the clarity of its approach. Xperteks made a presentation to Gary and his senior leadership team and explained technical concepts in plain, understandable terms.

That ability to translate complex technology into clear language gave leadership the confidence to move forward, even after initial hesitation.

We were hesitant at first, but after their presentation, we knew they were the right fit.

Gary Jenkins, Chief Executive Officer, Urban Pathways

The Xperteks Solution

Xperteks took over full IT management for Urban Pathways, replacing slow, reactive support with a responsive, proactive partnership.

• Full-spectrum IT management: Xperteks supports the organization's complete IT needs, from login issues and email management to security and ongoing system maintenance.
• Proactive cybersecurity: Xperteks provides threat detection and mitigation, including remote access and email security, while keeping leadership informed of additional protective measures.
• Consultative, no-pressure guidance: Xperteks presents security risks and solutions without pushing unnecessary add-ons, so the team understands its options and invests only where it matters.
• Structured accountability: Weekly deliverable reviews and a user feedback system keep service quality visible and consistent, with every satisfaction rating coming in above four stars.

Responsive Support When It Matters

The defining difference for Urban Pathways is responsiveness. Where the previous provider left issues unresolved, Xperteks answers quickly and follows through until problems are fixed.

When we call, they answer. When we have issues, they respond quickly and resolve them.

Gary Jenkins, Chief Executive Officer, Urban Pathways

Proactive Cybersecurity in Action

Cybersecurity is not theoretical for Urban Pathways. On a weekend, a medical doctor's email was compromised, the kind of incident that can escalate quickly when no one is watching. Xperteks responded within 30 minutes to resolve it.

Beyond incident response, Xperteks provides ongoing monitoring and recommends additional steps to reduce risk, giving leadership greater awareness of cyber threats and the confidence that someone is always watching.

The Xperteks team makes sure we're aware of security risks but never pushes unnecessary solutions.

Gary Jenkins, Chief Executive Officer, Urban Pathways

Why Urban Pathways Trusts Xperteks

The partnership has held because Xperteks consistently delivers on the things that matter most to a lean nonprofit.

• Responsiveness: Calls are answered and issues are resolved quickly, a clear contrast with the previous provider.
• Honesty: Xperteks raises real security risks and recommends solutions without pressuring the team to buy things it does not need.
• Communication: Xperteks explains technical concepts in plain language, so leadership can make informed decisions.
• Consistency: Weekly check-ins and reviews keep the relationship accountable and the team consistently satisfied.

Looking Ahead

With Xperteks owning IT management, Urban Pathways can focus on its mission instead of its technology. Fast support, proactive security, and a partner that communicates clearly have turned IT from a source of frustration into a dependable foundation.

For a nonprofit serving people who depend on its services, having technology that simply works, securely and reliably, frees the organization to do more of what matters.