Phyllis works in the First Level Support as an ITS Service Desk Specialist 1. She provides technical support over the phone and clerical support for the TAC administrative offices. Phyllis has an associate degree in Library Science, an associate degree in Computer Information Systems, and a Bachelor of Integrative Studies degree; all from Ferris State University. She also has several HDI certifications: Customer Support Specialist, Help Desk Analyst, Desktop Support Technician, and Knowledge-Centered Support Principles. Phyllis has a passion for knowledge management and is playing a key role in the development of a knowledge management strategy for the TAC.