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AFRC Comm & Info Award (FY2004)

Award Cat: Team
Winner: Wing - Yes

AFI 36-2845

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The following Example has been taken out of IMT viewer so the formatting might be off.  I did not changed mission information, only names to protect myself and the people I have received the information from.  If you have anything you would like to submit, please do so.  If you have found this information useful, please let me know. Everyone of these letters has taken considerable amount of time to put together.  Please treat yourself to something special from one of the ads on the page.  We will both get something out of it.  (All money gathered pays for hosting fees and domain fees.  HONESTLY, when I see money come in it also prompts me to work harder on the site.)

I will attempt to give a little insight to the entire process if I know it.

-Innovative/talented!  Assembled a highly trained team of computer technicians to manage/staff service desk at
  ###th Job Control on UTA weekends, providing ### ARW support for all their information/technology needs
  --Seized opportunity... active duty was unable to fully man helpdesk on weekends, due to overseas deployments
  --Real world work/training... provided our members with outstanding on-job-training/work. A 1st at <BASE>!
  --$1,000,000 of assets... team is responsible for configuration/operation of all AFRC workstations/servers
  --Customer base of 960... ### ARW has 12 large buildings at <BASE>, dispersed throughout a 3 mile radius
  --Flexible/dynamic... team consisted of 6 to 24 individuals (3C0/2E2) at any one time, adjusting to demand
-No job is too big!  Re-imaged/configured 437 new PCs to meet AF standards/replace old equipment/software
  --No easy task... due to limited floor/work space. Desktops/laptops/equipment were temporarily transported to
     empty warehouse, allowing us to create an assembly line to install/configure/verify all software/hardware
  --Leading edge technology... increased horsepower/capacity/functionality, reducing time to complete projects
-Combat ready!  Upgraded Symantec Anti-Virus software on 363 remote computers; all in 2 days; met ACC's
  18 Oct 04 deadline; reducing vulnerability to malicious attacks/ensuring system integrity is not compromised
-Can do attitude!  Spearheaded installing AF Time Compliance Network Orders (TCNO) patches on 224 PCs
  throughout the year; providing customers with resolutions to known/serious software discrepancies/malfunctions
-Mission oriented! Expedited renaming 176 workstations to ACC standards before 15 Mar 04 drop dead date
  --All accomplished in 2 days... Required technicians to be onsite/manual intervention at every workstation
  --No disruption in service... this feat prevented customers from being disconnected from network domain
-Removing barriers!  Reset over 200 user passwords, unlocked accounts, and changed resource permissions
  --Decreased downtime... allowing wing members to immediately access organizational files/manuals/docs
-Team of action! Quickly reconnected 130 users to ###  ARW e-mail server, due to old server failing. Used all
  available phones to inform/direct customers on how to connect to new server, by changing existing profile
  --Saved time in dispatching technicians... ensuring immediate access to time sensitive messages/information
-Committed to enforcing standards! Diligently audited/uninstalled unauthorized software from 82 computers/
  laptops, ensuring compliance with AF regulations/standards; only certified licensed software is accessible/used
  --Time consuming endeavor... all accomplished in one UTA/workstations located in several buildings/rooms
-Increased productivity!  Activated 97 workstations from quarantine, returning them back to active directory
  --ACC standards dictates all computers be removed from domain after 30 days of non-usage, reducing security
    exposure, but hindering reservists, due to working once a month/are unable to use computers/logon to domain
  --Team's action immediately guaranteed all reserve computer assets were available/utilized on UTA weekends
-Pro-active!  Upgraded Information Management Tool (IMT) viewer on 76+ workstations… IMT is AF’s new
  standard software for forms management… this provided access/software enhancements to view/edit all forms
-Protecting/recycling assets! Prepared 25 computers for turn-in to DRMO; removed/erased all confidential data in
  accordance with regulation; disconnected/disassembled/reused components (memory/keyboard/mouse/etc.)
-Saving AF money!  Installed/configured 21 network printers at several buildings throughout the wing; allowing
  multiple users access to print mission critical documents; providing maximum utilization/efficiency of resources
-Tools for continuity!  Configured/distributed 12 laptops with Virtual Private Network (VPN) access; allowing key
  management access to documents/e-mail, without being on base, ensuring business continues between UTAs
  --Ensured all mission critical software (IMT, Adobe Reader, etc.) is properly installed/configured/operational
  --Spent quality time in preparing/documenting/providing "hands-on" training to personnel upon issuing laptops
-Increased bandwidth!  Installed/repaired 12 Local Area Network (LAN) using CAT-5E cable/RJ45 connectors
  --Assembled/verified 25 patch cables... adding/maintaining value to the organizational networking infrastructure
-Any time/any place!  Team spearheaded installing/connecting four LAN drops prior to SAV/UCI teams arrival
  --Delivered/setup 2 temporary network printers/1 fax... assisted with computer/network issues, in limited time
-The show must go on!  Provided guidance/assistance to individuals in setting-up computer presentations for
  ceremonies (NCO inductions/commanders call/briefings/etc.)... configuring/trouble-shooting laptops/software
-Customer focused!  Routinely dispatch technicians to customers site to research/diagnose/resolve issues
  --Fix malfunctioned hard-drives/keyboards/monitors/printers. Saving countless hours of work stoppage
  --Solved Windows XP/2000 driver configuration/setup problems... allowing use of all peripheral equipment
-Devoted to learning! 67% of team completed "3C0-Initial Qualification Training" ACC certification exam
  --MAJCOM requirement to obtain knowledge/skill level necessary to work any network professional position
  --No easy task... consists of studying 9 long, in-depth CBT courses/2 AFI manuals/hours of on-job-training

-Real weekend warriors!  This OUTSTANDING team consisted of 100% reserve AF members (2E2's/3C0's)
  --Working 1 weekend a month/2 weeks a year, coming from all different civilian careers, employed at Wal
     Mart to MCI; this diverse talent base allows for shared experiences/skills to promote new ideas/thinking
-New concept!  Since ### ARW Job Control had never existed before, we had to conceive/develop/initiate
  everything from scratch… all items, no matter how small or large, had to be researched/developed/obtained
-One stop shopping!  Set-up/disseminated/advertised a designated telephone number for all customers to call,
  (###) ###-###... funneling/centralizing all computer/network issues/requests... easy to use and remember
-Drummed up business!  Coordinated/planned Friday meetings with reserve unit System Administrators (SAs) to
  obtain work requests prior to Saturday's UTA; allowing to pre-plan staffing requirements/equipment needed
-Public relations at its best!  Developed/published two articles in Wing's monthly Wright Flyer newspaper
  --Informing/educating readers how we can expedite fixing their computer's hardware/software/network issues
-True partnership!  Dramatically improved working relations with active duty, ## Communication Squadron
  --Allowing us to obtained needed training/guidance, reducing their overall workload. One team... USAF!
  --Every UTA, they supplied 1 individual to administer IQT certification exam (1 hour written/2 hour hands-on)
  --Provided necessary tools/training/security to reset passwords/change folder access/un-quarantine computers
-Result oriented!  Orchestrated training/use of Remedy software, trouble/incident ticket management database
  --Tool for scheduling staff/resources... ensures timely closure of all issues... allowing to benchmark/set goals
-Designed/implemented a detailed shift turn-over log... ensuring all issues received were listed/accounted for by
  providing a brief status (open/assigned/closed)... allowing anyone to quickly glance at/know current status
-Reduced resolution time!  Developed extensive/in-depth knowledge database on common computer problems
  --Contains short/detailed triage plans... drastically decreasing OJT time... immediately expediting a solution
-Improved communications!  Obtained/used Land Mobile Radios (LMRs) allowing dispatched technicians to
  immediately call service desk... obtaining valuable/essential information to trouble-shoot/resolve issues
-Accountable!  Developed/implemented policy to maintain a high degree of accountability for all equipment
  --Technicians must sign out all PC's/tools/radios/CD's containing software... helps to locate/track/audit items
-Security/safety minded! Set in place procedures/rules to ensure limited access to ### Job Control room
  --Only designated computer specialist are allowed in working environment, preventing customer walk-ins
-Service before self!  Arranged transportation for installation of desktop/notebooks/printers... when possible,
  reserved government vehicles... but majority of time, used personal vehicles, due to limited availability/time
-Maximized space utilization!  ### Job Control is housed in a relatively small, cramped, 600 sq foot room
  --Improvised/re-arranged tables/phones/computers/tools/equipment to take advantage of limited size of room
  --Ensured easy accessibility... drastically helped in moving/transporting computer equipment in/out of room
-Dedicated/committed!  All members completed mandatory training/appointments without sacrificing mission
  --CDC's/PME/M-16/chemical warfare/safety/dental/shots/physical fitness/medical exams/ceremonies/etc.
-Standard protocol!  Trained members on proper phone/e-mail etiquette when communicating with customers

-Recognized top performers!  Four team members earned/won the ### ARW " 2004 Quarterly Awards" for their
  outstanding performance/dedicated technical customer service while at ### Job Control helpdesk
  --This award recognizes individuals, but it was through dedicated team work that enabled him/her to earn it
-Excellence in all we do!  Received several "Letters of Appreciation" from customers... applauding team's
  outstanding performance/service... high-lighting immediate attention given/skill to resolving problems/issues
-Fun for all! Installed/configured/setup 8 networked computers for game booth at Family Day (11 Sep 04)
  --Trained everyone, especially children, on family oriented software games... providing entertainment for all


  Good package!  Only a few suggestions do not include dates, indent sub-bullets ("--") and insert a space after the bullets ("-" and "--").  This package was edited to add sub-bullet indentations  (it makes it easier to read than the original)


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Revised: 10/21/09.