Operators

Rebecca Terrones, an InDyne help desk technician, writes a help desk ticket for a customer, Sept. 5, 2014, Vandenberg Air Force Base, Calif. The communication focal point acts as the central hub for taking trouble calls, as well as monitoring all circuits and nodes on base. (U.S. Air Force photo by Airman 1st Class Ian Dudley/Released)

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Can you please transfer me to...

Published Sept. 5, 2014
By Airman 1st Class Ian Dudley

VANDENBERG AIR FORCE BASE, Calif. -- Tucked away in the corner of building 12000 is a room staffed by contractors who work relentlessly around the clock to keep the lines of base communication open. They remain ready in their offices to transfer calls, day or night, holiday or weekend. These multitasking gurus are always just a phone call away.

Answering phones is just one of the many responsibilities of Vandenberg's operators.

"We are the conduit to the communication squadron on base," said Darlene Carpenter, InDyne communication focal point supervisor. "We are the voice of Vandenberg."

The office acts as the central hub for taking calls, as well as monitoring all circuits and nodes on base.

"We are a 24/7 work center that monitors the networks, and critical alarm systems," said Carpenter. "When something goes down we know about it and make the calls to get it fixed."

Monitoring systems, answering phones and writing helpdesk tickets enables smooth base operations.

"There are a lot of 24/7 shops on base that rely on us, as well as us on them. You've got the command post, and security forces, and all of them run critical systems that are supported by the communications squadron," said Carpenter.

Not only does the communication focal point support personnel on base, they also provide support for deployed members of the base as well.

"When you get deployed and you have family here, family readiness sends us a list of people who are authorized to use the Hearts Apart program," said Dannette Hill, an InDyne help desk technician. "You get two 20 minute phone calls per-week with your family. If your family calls us and they know where you are, we can route them through and it doesn't cost anything."

Whether it's someone's first time calling Vandenberg, or it's one office calling another, these communications experts ensure efficient assistance, as they smoothly shift between tasks.

"This is still really good old fashioned customer service," said Hill. "It's not automated and you don't have to be on hold for forever and a day. If I don't know, I am going to connect you with someone who does know."

Operators