Paula Cottrell is the Knowledge Manager at the University of South Dakota. Paula has 25 years of IT experience, including 11 years in higher education where she has also served as a Help Desk Agent and Help Desk Team Lead. Paula’s career has been primarily focused on Customer Service, Service Management, Service Desk Operations and Knowledge Management. Paula holds HDI certifications in Support Center Analyst, Support Center Team Lead, Technical Support Professional, KCS Fundamentals, and KCS Principles. She also holds certifications in ITIL, Comptia A+, Windows MCP and Apple ACMT.