Mary Fetherston is the Manager, Help Desk-Contact Center at the University of Rhode Island in Kingston. She has professionalized the student staff through the use of a very hands-on training program, qualification system, and process action teams. Prior to this position, Mary worked as the Supervisor, URI Language Learning Resource Center where she converted the analog holdings to digital media, making URI one of the first Language Centers with all textbook materials delivered through the web. Mary has two Masters degrees, one in Adult Education and the other in National Security and Strategic Planning. While at the Naval War College, she was the co-author of Reinventing the Naval Reserve: Framework for the Future, and a major contributor to United States Naval Reserve: Survey of Historical Trends. She is currently working on her MA in English Literature at the University of Rhode Island.