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Contractor expands communications squadron

  • Published
  • By Airman 1st Class Kaitlyn Brewer
  • 20th Fight Wing Public Affairs
The sun rises over the horizon as one of Team Shaw’s members logs into the phone system, answers the ringing phone and begins working on tickets.

Retired Staff Sgt. Charles Bishop, 20th Communication Squadron client service technician, is the first civilian contractor to join the front help desk. Bishop is part of the expansion of the CS, responsible for keeping Shaw networks up and running on a day-to-day basis.

Some of his tasks include fixing email accounts and troubleshooting network issues. Troubleshooting encompasses the help desk technicians looking at the problem and pinpointing the cause of the issue so they can redirect Shaw members to the appropriate help desk. In many cases they will solve the issue at their level so as not to bombard other help desks with easy fix problems.

“The base depends on us to do front-line troubleshooting, to prevent the back shops from getting so full of work they can’t respond,” said Bishop.

Bishop continued to say his job has such a large effect that he is able to work closely with squadron commanders across the base and get to know and help other Team Shaw members.

“We probably help at least 20 people a day fix their emails,” said Bishop. “Without us helping out and cutting down on the quick, easy fix computer problems, the other shops would get really bogged down on dealing with stuff like this. If we can’t solve the problem, we send it to another help desk more specialized to solve the issue.”

Contractors not only play a huge role on base but in their respective squadrons as well.

Team Shaw deploys often so it is more effective to have someone who is always in the office, providing continuity for Active duty office members, said Senior Airman Zachary Ford, 20th CS technician.

“I am able to get out of the office more and I have more flexibility to go out and be more effective than I was before, “said Ford.

Ford continued to add that Bishop seems to enjoy is quickly becoming more efficient.

“This is what I want to do with the rest of my time in the world,” said Bishop. “I can tell how many people I’ve helped when I complete my job and I really enjoy what I do.”