Comm clicks problems closed

Published June 24, 2011
By Tech. Sgt. Emily F. Alley
451st Air Expeditionary Wing Public Affairs

KANDAHAR AIRFIELD, Afghanistan -- Members of the 451st Air Expeditionary Wing deployed here have similar resources for fixing communication issues, problems with computers or phones as Airmen in the United States.

A room, lined with rows of computers and phones that ring almost constantly, houses the communication focal point, which is the first stop for Airmen who need issues addressed by the 451st Expeditionary Communication Squadron.

"We're the first stop. Some issues we can resolve right here," said Staff Sergeant Jason Delmar, from the CFP.

For other problems, the help desk may need to take information from the caller to diagnose the problem and determine which shop can best fix it. There are several departments in the communication squadron.

"Some customers don't know there is a back to the shop," said Master Sgt. Matthew Stallings, chief of the client services center. "To them, comm is comm."

Once the CFP creates a ticket, which lists the details of the problem as described by the caller, some issues may be resolved within 72 hours. The priority of a ticket directly relates to its impact on the mission, but technicians address every ticket.

"Everything affects the mission," said Delmar.

Some members emphasize their mission impact during calls. Senior Airman Jeremy Jones answers phones in the CFP, often from customers who are concerned that they've lost data. While he sympathizes and will try to help recover it, he suggests that there are steps they can take to protect truly mission essential information.

"Don't put yourself in a position of failure by not having a backup," said Jones. "If it's that important, have it saved in multiple locations."

To fix the problems described on the ticket, a technician may be sent to address the issue.

"We have good technicians. I'm sure they wouldn't get sent out here if they didn't know what they were doing," said Delmar.

The various backgrounds of the technicians allow for a learning environment. They get troubleshooting experience ranging from common software issues, to hardware problems caused by the heat and dust of Afghanistan.

The squadron also draws on experience from outside the military. Contractors, such as Mr. Jim McCall, take calls from work stations beside the Airmen of the CFP. While it's one of the most challenging work environments he's had, because of the constant workflow, McCall came to Afghanistan because he wanted to help the people who are supporting the fight, he said.

He helps by taking calls that, in one way or another, help fly the planes that protect and supply the troops on the ground.