MARINE CORPS BASE QUANTICO, Va. -- Quantico’s G-6 Helpdesk is scheduled to take full control from the Navy-Marine Corps Intranet helpdesk Feb. 1, 2014, as the Marine Corps transitions back to full control of its information technology infrastructure.
Customers needing assistance with computer, printer and network issues on Quantico will not be able to get assistance at the old 1-866-THE-NMCI line. Instead 703-784-2111, G-6’s primary number since 1987, will become the 24/7, 365 days-a-year helpline, according to Richard Logsdon, assistant chief of staff, G-6.
“Someone will always be there,” he added.
G-6 will continue to keep the 65-70 percent first call resolution goal that Hewlett Packard, who took control of NMCI’s networks after the NMCI contract ended three years ago, set. NMCI was contracted to run the Navy and Marine Corps IT infrastructure including computers, printers and some networking.
“If it can’t be fixed by a technician over the phone within a set time limit, it will be kicked up to someone who can fix it,” said Eric Myers, head, Technology Management Branch, G-6. Even those calls that can be resolved over the phone will be tracked, he added.
As the Marine Corps as a whole and Quantico specifically focuses on the transition, Logsdon has three primary concerns: people, money and hardware.
He is concerned about the number of people he has on staff to meet the demands of Quantico.
“We need more (people) to do this job and to meet the increase in work volume,” he said.
He is concerned about all the budget cuts in our fiscally challenging times.
“We’re working with a different fiscal climate as the budget continues to go down, but the customers are going to expect the same services,” Logsdon said. “With budget cuts I don’t know if we can be as successful as we could be.”
He is concerned about getting customers the equipment they need within an acceptable timeframe.
“If NMCI found a computer not repairable, they could go out and buy a new computer within a day, maybe two.”
Buying a new computer through the government system, which is done to ensure tax money is not misspent, could take 60 days, he added.
“Which is why we hope to have a surplus of 10 percent of all the systems on Quantico in the warehouse so we can replace [them] on the spot when necessary,” said Logsdon.
Logsdon, Myer and Maj. Jahosame Cotto, deputy Assistant Chief of Staff, G-6, were all part of the G-6 community during the transition to NMCI years ago, and they are now part of leadership of Quantico’s G-6.
“It was a train wreck,” they all agreed.
“We had a good network, but no discipline,” said Logsdon. “More than 800 unauthorized software programs were found on the network when NMCI took over.”
“We have learned well from NMCI and gotten better,” he added.
Many things will not change as G-6 continues to take back more control of the IT infrastructure.
The limits on software allowed on government computers will remain, he said.
“If it’s not on Headquarters Marine Corps’ approved software list, it’s not going on the computer,” he said.
“You won’t get a larger mailbox,” added Myer. “You won’t get a larger shared drive.”
It’s not all staying status quo, though.
“One of the benefits (of G-6 having control of the infrastructure) we can make changes quicker, instead of costing it out through a vendor.”
Even though the transition does not seem to be completely thought out prior to deciding not to renew the contract with NMCI, leading to three years of continuation of service contracts, the leadership of Quantico’s G-6 sections is proud of its members, according to Logsdon.
“The Marines and civil servants of G-6 do more with less,” said Cotto. “(They) are selfless and make it happen.”
“We’re going to (transition successfully) and do it quietly,” added Logsdon.
Correspondent: rebekka.heite@usmc.mil