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Communication focal point provides one-stop service

  • Published
  • By Master Sgt. Andrew Gates
  • 407th Air Expeditionary Group Public Affairs
ALI BASE, Iraq (AFPN) --  In modern warfare, keeping good communication moving up and down the line can be critical to keeping the mission operating smoothly. 

A team of experts with the 407th Expeditionary Communications Squadron provides one-stop service to customers with communication problems and requirements -- getting the right people on the job to fix the issue quickly. 

“The communication focal point acts as a maintenance operations center, help desk and unit control center, as the situation dictates,” said Master Sgt. Jeffery Steagall, 407th ECS communication focal point, or CFP, superintendent. “We track network, telephone and radio outages, and work with the appropriate people to ensure that leadership knows about those outages.” 

This one-stop shop drives the process to ensure that senior leaders' communications requirements are met and to track down the specialists needed to fix problems as they arise, he said. But senior leaders, although customers, are not the only focus for this team. 

“We take care of everyone,” Sergeant Steagall said. “When people are away from friends, families and loved ones, the computer is the avenue to reach them and stay in touch. When people come into work, they need their computers to be operational for the mission. In addition, it is vital for the health and morale of folks.” 

To ensure that crystal-clear or lightning-fast communication, the people in the CFP have their work cut out for them, Sergeant Steagall said. Workers in the focal point are selected for their ability to think though various communications issues and respond appropriately and professionally. 

“I have been impressed at the level of commitment and dedication of the entire 407th ECS in responding to our initial diagnoses,” he said. “The first several weeks of the rotation, we received about 250-300 calls per day trying to work out bugs. As we have settled into more of a ‘battle-rhythm,’ the number of calls we receive now is somewhere around 150 per day. Every day presents unique challenges and you have to be prepared to think on your feet. It’s the people who make our CFP succeed.” 

One of those people is Staff Sgt. Cidalia Hagan, deployed from Tinker Air Force Base, Okla. 

“I’m responsible for assisting unit client support administrators with computer issues they can’t solve. I also create user accounts for classified and unclassified computer systems,” she said. “It’s a lot different from the job I do at my home station.” 

She enjoys the opportunity to shine in a high-profile job. 

“My favorite part of the job is fixing something small on my end that results in a large resolution for my customer,” she said. “It is a little challenging to work in a high visibility job, though. It leaves little room for mistakes.” 

Senior Airman Nathan Adams, deployed from Spangdahlem Air Base, Germany, agrees.

“I like to hear how something we maintain has directly impacted mission in the war,” he said. “It reassures us that everyone has a helping hand in the war effort. You have to stay cool under pressure in this job. A lot of information passes through here. You have to make sure you handle the big stuff without losing track of the little things.” 

“We literally work with every unit (here) and, though we may not give the customers everything they want, my people do care about their needs,” Sergeant Steagall said. “We are very customer- and mission-focused. Our senior leadership also shares this spirit of caring toward our customers' needs. It’s important for us to know our customers' needs are being met and how we provide them the service they require at the lowest level.” 

The Airmen are proud of their role in the overall mission in Iraq: helping bring democracy to the Iraqi people. 

“I hope that one day the people in Iraq will be able to look back and see this point in their history in the same way that we see the American Revolution, as a new beginning,” Airman Adams said. 

Sergeant Hagan agrees. 

“I’m excited to be here, and it’s even more exciting that I am able to help Iraq become a strong, peaceful nation. My parents were here, fighting in the Gulf War, approximately 15 years ago. It’s an honor for me to be here following in their footsteps.”