Richard JoslinExecutive Director of Certification and Training

UBM Americas

Rick Joslin is the executive director of Certification and Training for HDI and ICMI, part of UBM Americas. He is responsible for the development, sales, and delivery of HDI's training, certification, and services products, and a number of 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 UBM, Rick was a principal consultant with IHS Support Solutions. Formerly, Rick was the VP of Customer Care for ServiceWare, VP of, and VP of Knowledge Engineering. Rick was responsible for the production of the industry's leading third-party knowledge bases, known as Knowledge-Paks. A winner of the 1999 Service 25 Award, Rick has been widely acknowledged as one of the most influential luminaries in thesupport industry. Rick is an author, speaker, and recognized expert in the knowledge management field.

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 and the advisory council of Indiana University of Pennsylvania's Eberly Business College. 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. Rick was a founding advisor for the Help Desk Professionals Association, as well as the 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 various HDI awards, on the Eservice Standard Advisory Board sponsored by Service and Support Professionals Association (SSPA), and on the HDI Support Center Certification Committee.