HomeNewsArticle Display

460th CFP maintains mission continuity

Airman 1st Class Matthew Bruce, 460th Space Communications Squadron client service technician, takes apart a desktop computer Nov. 3, 2014, on Buckley Air Force Base, Colo. The 460th SCS ensures Team Buckley members can continue their mission by fixing computer, phone and printer issues. (U.S. Air Force photo by Airman 1st Class Samantha Saulsbury/Released)

Airman 1st Class Matthew Bruce, 460th Space Communications Squadron client service technician, takes apart a desktop computer Nov. 3, 2014, on Buckley Air Force Base, Colo. The 460th SCS ensures Team Buckley members can continue their mission by fixing computer, phone and printer issues. (U.S. Air Force photo by Airman 1st Class Samantha Saulsbury/Released)

BUCKLEY AIR FORCE BASE, Colo.- -- Problematic computer, phone and printer issues affect all of Team Buckley at one time or another. Fortunately, the communications focal point is standing by, ready to bring people back to full operating speed.

Although waiting for tickets submitted to the 460th Space Communications Squadron for these issues to be repaired can take a while depending on the severity of the issue, the 460th SCS works hard each day to complete each ticket as quickly as possible, ensuring mission continuity.

"Computer problems are a daily thing," said Airman 1st Class Matthew Bruce, 460th SCS client service technician. "What are you going to do if your email doesn't work or you can't log onto your computer? If we weren't there, the mission would be at a standstill."

The process to submit a ticket is fairly straightforward. What happens with the ticket behind the scenes involves professionals, sometimes many, working tediously to solve an issue.

Once a customer calls with a problem, the Enterprise Service Desk, a separate entity from Buckley Air Force Base, works on resolving the problem. If needed, the ticket is transferred to representatives at the Buckley Communications Focal Point, who then determine to which communication center the ticket should be routed.

Sometimes the ticket cannot be solved within one center and must be handled by several agencies. For example, a user may be having trouble accessing a file because they cannot get access to the network. After one center fixes the network connectivity issue, the ticket must then be transferred to another agency to fix the access issue.

Once the issue has been resolved, the last step in the process falls in the hands of touch maintenance.

Touch maintenance acts as the customer service of the 460th SCS, working closely with the customer to see if the issue has been fixed and if there is anything further with which they can help.

"We provide front-line computer support," Bruce said. "Touch maintenance is the face of the communications help desk."

One of the biggest hindrances touch maintenance experiences regarding the speed of resolving a ticket is a break in communication. Customers who can't be reached for any reason after putting in a ticket slow down the process. Communication issues prevent the tickets from being processed, as well as creating backup for incoming tickets.

Donald Wood, 460th SCS information technology specialist advises customers make sure their telephone number is listed correctly. It would also be reasonable for the customer to inform a fellow co-worker of the issue in case the customer can't be reached to continue the flow of ticket resolution.

"The only means we have to effectively communicate with an individual and determine what the problem could be is telephone," Wood said. "Making sure someone else in your office knows about the problem, too, helps us help you."

No matter the problem, the 460th SCS keeps the mission running efficiently, ensuring all of Team Buckley can continue their duty.

Our mission is to make sure the wing mission is accomplished, said Wood.
USAF Comments Policy
If you wish to comment, use the text box below. AF reserves the right to modify this policy at any time.

This is a moderated forum. That means all comments will be reviewed before posting. In addition, we expect that participants will treat each other, as well as our agency and our employees, with respect. We will not post comments that contain abusive or vulgar language, spam, hate speech, personal attacks, violate EEO policy, are offensive to other or similar content. We will not post comments that are spam, are clearly "off topic", promote services or products, infringe copyright protected material, or contain any links that don't contribute to the discussion. Comments that make unsupported accusations will also not be posted. The AF and the AF alone will make a determination as to which comments will be posted. Any references to commercial entities, products, services, or other non-governmental organizations or individuals that remain on the site are provided solely for the information of individuals using this page. These references are not intended to reflect the opinion of the AF, DoD, the United States, or its officers or employees concerning the significance, priority, or importance to be given the referenced entity, product, service, or organization. Such references are not an official or personal endorsement of any product, person, or service, and may not be quoted or reproduced for the purpose of stating or implying AF endorsement or approval of any product, person, or service.

Any comments that report criminal activity including: suicidal behaviour or sexual assault will be reported to appropriate authorities including OSI. This forum is not:

  • This forum is not to be used to report criminal activity. If you have information for law enforcement, please contact OSI or your local police agency.
  • Do not submit unsolicited proposals, or other business ideas or inquiries to this forum. This site is not to be used for contracting or commercial business.
  • This forum may not be used for the submission of any claim, demand, informal or formal complaint, or any other form of legal and/or administrative notice or process, or for the exhaustion of any legal and/or administrative remedy.

AF does not guarantee or warrant that any information posted by individuals on this forum is correct, and disclaims any liability for any loss or damage resulting from reliance on any such information. AF may not be able to verify, does not warrant or guarantee, and assumes no liability for anything posted on this website by any other person. AF does not endorse, support or otherwise promote any private or commercial entity or the information, products or services contained on those websites that may be reached through links on our website.

Members of the media are asked to send questions to the public affairs through their normal channels and to refrain from submitting questions here as comments. Reporter questions will not be posted. We recognize that the Web is a 24/7 medium, and your comments are welcome at any time. However, given the need to manage federal resources, moderating and posting of comments will occur during regular business hours Monday through Friday. Comments submitted after hours or on weekends will be read and posted as early as possible; in most cases, this means the next business day.

For the benefit of robust discussion, we ask that comments remain "on-topic." This means that comments will be posted only as it relates to the topic that is being discussed within the blog post. The views expressed on the site by non-federal commentators do not necessarily reflect the official views of the AF or the Federal Government.

To protect your own privacy and the privacy of others, please do not include personally identifiable information, such as name, Social Security number, DoD ID number, OSI Case number, phone numbers or email addresses in the body of your comment. If you do voluntarily include personally identifiable information in your comment, such as your name, that comment may or may not be posted on the page. If your comment is posted, your name will not be redacted or removed. In no circumstances will comments be posted that contain Social Security numbers, DoD ID numbers, OSI case numbers, addresses, email address or phone numbers. The default for the posting of comments is "anonymous", but if you opt not to, any information, including your login name, may be displayed on our site.

Thank you for taking the time to read this comment policy. We encourage your participation in our discussion and look forward to an active exchange of ideas.