Help Desk Awards

Desktop Support Deputy Technician

Senior Airman Joseph A. Walters distinguished himself by outstanding achievement as Desktop Support Deputy Technician, Resolute Support Reachback Analytical Centre, Royal Air Force Molesworth, United Kingdom. During this period, Airman Walter's technical expertise was instrumental in resolving 134 critical computer system outages, assuring 18 North Atlantic Treaty Organization analysts remote threat intelligence gathering in support of operation Resolute Support. As the lead technician, he developed an automated system for the administration section, reducing in and out processing of intelligence personnel from three days to one. Additionally, Airman Walters identified 44 category 1 vulnerabilities on the Mission Secret and Unclassified networks through dedicated system scanning. Furthermore, Airman Walters was directly responsible for implementing the incident ticketing process that generated 73 tickets over four mission networks. Finally, Airman Walters created and implemented desktop computer support work order procedures, providing crucial continuity for future deployed support personnel. The distinctive accomplishments of Airman Walters reflect credit upon himself and the United States Air Force.

CJ-6 Tactical Networks System Operator

Senior Airman Jackie De Jesus distinguished himself by meritorious service while serving as CJ-6 Tactical Networks System Operator, J-6 TACNET, CJTF Horn of Africa. During this period, Airman De Jesus constructed and programmed the SNAP network on Comoros that enabled much needed e-mail and voice communication for down range personnel. He maintained and troubleshot the SNAP terminal computer network, providing over 1800 hours of continuous and secure service. In addition, he professionally served as the Help Desk technician and resolved numerous computer issues in a competent and timely manner, saving the user many hours of lost productivity. Moreover, he efficiently conducted several equipment inventories, ensuring one hundred percent accountability of all J6 assets located on Comoros. Finally, he troubleshot and repaired the voice over internet protocol phone system, restoring uninterrupted service for all users. The distinctive accomplishments of Airman De Jesus reflected credit upon himself, the Combined Joint Task Force - Horn of Africa and the United States Air Force.

Help Desk Technician

Staff Sergeant Karen R. McFadgen distinguished herself by meritorious service while serving as Help Desk Technician, 779th Medical Support Squadron, 779th Medical Group, 779th Medical Wing, Joint Base Andrews, Maryland. During this period, Sergeant McFadgen's outstanding professional skill, leadership, and ceaseless efforts aided immeasurably in the review of more than 6,000 medical records prior to the Medical Group Operational Readiness Inspection and was a key factor in receiving an "Excellent" rating. While assigned as a Help Desk technician, her skills were critical to the installation of the 2.5 million dollar network upgrade. Her contributions enhanced the network capacity of 1,800 users by rewiring 12 communication rooms and installing over 5,000 cables. In addition, her vigilance and knowledge enabled the rapid response to a network threat, safeguarding over 1,000 computers, 15 million dollars in information systems assets, and protecting the private health information of more than 447,000 beneficiaries. The distinctive accomplishments of Sergeant McFadgen reflected credit upon herself, the 779th Medical Support Squadron, and the United States Air Force.