Behind-the-scenes computer experts play critical support role

  • Published
  • By Brian Brackens
  • 88th Air Base Wing Public Affairs
WRIGHT-PATTERSON AIR FORCE BASE, Ohio --  The Active Directory (AD) team here at Wright-Patterson Air Force Base, is charged with solving the most complicated computer issues - they are the experts that the experts go to when unable to fix complex issues dealing with computers on base.

The team which is part of Enterprise Services team within the Network Operations branch, works in an office inside of a non-descript building, behind several closed doors, in a dimly lit room full of computers.

To join AD, individuals need several certifications, previous work experience as well as the ability to solve difficult issues.

According to David Swanson, an information technology management specialist and long-time member of AD, the team is the last line of defense.

"Let's say a user (on base) calls to get help with a computer issue, stating that their 'widget maker' doesn't work," Swanson said. "The ticket would go to desktop support, which would look at it and could say 'we don't even know what a widget maker is,' they would then send it on to the Active Directory team, because we know what a 'widget maker' is and would go through the process of trying to figure out what wrong with the widget maker and try to fix it."

Michael Schneider, manager, Network Enterprise Services, said that Swanson is good at solving issues impacting the entire base.

"Someone may call with an issue, soon we may get ten calls or 100 calls and we realize that it's a wide-spread issue, which may require a professional to log on to each impacted computer and make certain changes," Schneider said. "One of Dave's skills is that he can write scripts that impact all of the computers - so that instead of having technicians go out and log onto each computer, he can write a script and solve the issue."

Besides solving the most complex computer issues on base - which allows individuals and organizations to continue performing their mission - the AD team also plays a role in keeping the base informed, through the pop-ups that appear on computers when logging in, publicizing information and events.

During the recent Command Cyber Readiness Inspection (CCRI), the AD team acted as a key focal point for Network Control Center management. The CCRI inspectors used the AD team as a conduit to scan, gather data and communicate with organizations across the base. The AD team worked to compile data and develop scripts to help remedy some of the largest CCRI findings. These scripts were provided to Air Force Net technicians to be used across Air Force networks to secure the computing environment.

Schneider said that Wright-Patterson Air Force Base is unique.

"The work here is very technically challenging and very diverse," he said. "It's also the largest computer network in the Air Force."