• Served as a first point of contact to a university community consisting of approximately 70,000 with a wide variety of questions and problems regarding software, hardware, desktop, network, and systems• Sustained ITS mission of establishing trust with customers and fellow colleagues through professionalism, open communication, and exceptional service• Reviewed and assisted in the restructuring of public and internal documentation for various ITS services and teams• Fixed, overhauled, and maintained internal and customer-side procedural and technical documentation• Liaison between technical or systems teams and end user groups, as a collaborator with Tier III service owners to coordinate service delivery, documentation, and support.• Three main responsibilities of the Representative role-Phone-based technical support of 70,000 person campus population (50% of time)-Offer technical direction to part-time student employees as a Tier II point of contact (25% of time)-Train with the system administrators of assigned campus services and third party vendors (25% of time)