How Excellent Networks Helped High Desert Recover Overnight From a Fire and Flood
When a late-night fire and flood shut down their primary location, Excellent Networks responded within 30 minutes—helping High Desert get another office up and running by 8 AM with no data lost.
A Complex Healthcare Practice With No Room for Downtime
High Desert Oral & Facial Surgery has been serving the El Paso region since 2010 as a full-scope oral and maxillofacial surgery center.
The practice provides comprehensive care from the neck up, including microvascular and craniofacial surgery, making reliable technology essential to its day-to-day operations.
With multiple surgeons, locations, and a constant flow of patients, High Desert depends on secure and stable IT infrastructure to keep scheduling, communications, systems, and administrative operations running smoothly.
Practice Manager Nohemi Ramos has been with the organization through major growth, technology changes, and one emergency that would put both the practice’s IT systems and its relationship with Excellent Networks to the test.
A Fire and Flood Shut Down the Primary Location
In 2014, High Desert experienced a major emergency when a janitor’s floor waxing machine caught fire inside the practice.
The fire triggered the sprinkler system, flooding the suite and causing significant damage to the building. The entire location was shut down, leaving High Desert without access to its primary office.
The emergency happened in the middle of the night, making the situation even more difficult.
Ramos contacted Mark Luna at approximately 2:00 AM.
Within 30 minutes, Mark was there.
The immediate challenge was clear: protect the practice’s technology, prevent data loss, and find a way to keep operations running while the primary location was unavailable.
“We reached out to Mark Luna, and within 30 minutes, he was here.”
A Rapid Response Built Around Business Continuity
Excellent Networks focused on keeping High Desert’s operations running while the primary location was unavailable.
The team quickly assessed the damage, secured critical equipment, and activated the practice’s alternate location.
Remote work options were also arranged so staff could continue working without major disruption.
At the same time, the team planned hardware replacement and the eventual restoration of the original office.
The approach was simple: minimize downtime, protect data, and keep patient-facing operations moving.
Emergency IT Response
Mark Luna responded to the emergency in the middle of the night, arriving within 30 minutes to assess the situation and begin the recovery process.
Alternate Office Activation
With another High Desert location available, Excellent Networks used it as the foundation for restoring operations while the primary office remained unavailable.
Remote Work Enablement
The team provided the equipment and technology needed for employees to continue working remotely when necessary.
Infrastructure Recovery Planning
Beyond the immediate emergency, Excellent Networks planned the replacement, reinstallation, and eventual restoration of the practice's IT infrastructure.
Turning an Emergency Into a Working Office
Once on-site, Excellent Networks immediately began removing computers and critical equipment from the affected location.
The team assessed what could be salvaged, moved equipment where necessary, and began setting up the alternate office.
Damaged hardware was replaced, while laptops and mobile devices were provided to support staff working remotely.
The team also worked alongside High Desert as the original location underwent repairs, planning how its technology infrastructure would be restored once the space was ready.
The focus throughout the process was simple:
Keep High Desert working. Don’t let the disaster stop the practice.
“He came in, started taking computers out, gave us a plan, and started moving equipment.”
By 8:00 AM, the alternate office was operational.
Back Up and Running by 8 AM With No Data Lost
Despite the fire, flooding, and closure of the primary location, High Desert was able to continue its essential operations.
“Thankfully, we have another location. By eight o’clock, that other office was up and running.”
The emergency became a defining example of what rapid response and business continuity planning can mean for a healthcare practice.
8:00 AM
The alternate office was up and running.
0
Data Lost
Critical practice data remained intact.
Business Continuity
Calls, scheduling, communications, and staff operations continued.
WHY HIGH DESERT RECOMMENDS EXCELLENT NETWORKS
Responsiveness, Expertise, and a Partnership That Shows Up
After more than a decade of working together, High Desert Oral & Facial Surgery values Excellent Networks for more than technical support. From responding to a middle-of-the-night emergency to helping plan technology for future locations, the team has consistently been there when the practice needs them.
Ramos also appreciates the team’s proactive approach to cybersecurity, infrastructure planning, and ongoing IT support. Rather than simply making recommendations, Excellent Networks takes the time to explain what needs to change and why—helping High Desert make better technology decisions as the practice grows.“I really recommend Excellent Networks. Their response time is great. Mark meets with me regularly to review cybersecurity, cyber insurance, and system protection.”
Frequently Asked Questions
Do you support both PCs and Macs?
Yes — Windows, macOS, iPhones, Androids, servers, and the network connecting them.
How fast can someone be on-site?
Urgent issues in El Paso: typically the same business day. Remote support begins within minutes.
Can you help without a monthly plan?
Yes, hourly support is available. Most businesses that call twice switch to flat-rate because it’s cheaper and faster.
Do you offer after-hours support?
Managed clients get 24/7 emergency support; we also schedule upgrades after hours so you never lose a workday.
How fast do you respond?
Our average response is 10 minutes during business hours.
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