Rick Joslin is the executive director of Certification and Training for HDI, part of UBM Tech, a division of UBM. He is responsible for the development, sales, and delivery of HDI’s training and certification products, and various strategic business development initiatives. Rick is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations with the implementation of KCS. He is also a certified instructor for the HDI certification courses.
Prior to joining HDI, Rick was a principal consultant with IHS Support Solutions. Formerly, Rick served as the VP of Customer Care, VP of RightAnswers.com, and VP of Knowledge Engineering for ServiceWare Technologies, where he was a member of the leadership team that led a successful IPO.
Rick started his career with Westinghouse Electric and Eaton Cutler-Hammer in software development and quickly rose in the management ranks to lead the Commercial Systems Support organization. A winner of the 1999 Service 25 Award, Rick has been widely acknowledged as one of the most influential luminaries in the support industry. He is a knowledge management expert, author, and frequently requested international speaker.
Rick is an active member of the Consortium for Service Innovation’s KCS Program Committee and serves on the Strategic Board of Advisors for HDI, the Advisory Council of Indiana University of Pennsylvania’s Business College, and the IT Certification Council board. He was a founding member, chairman, and director-at-large of HDI’s Member Advisory Board, and continues to serve as a chairman emeritus on this board, on the HDI Training Advisory Board, and the HDI International Certification Standards Committee before joining HDI in 2006. Rick was a founding advisor for the Help Desk Professionals Association, as well as a past president and chapter advisor in the Pittsburgh Chapter of HDI. Rick has served as a judge for the 10 Best Support Websites sponsored by the Association of Support Professionals, as a judge for the HDI Team Excellence Award, on the Eservice Standard Advisory Board sponsored by Service & Support Professionals Association (SSPA), and on the HDI Support Center Certification Committee.
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