Desktop Support Advisory Board

The primary mission of the HDI Desktop Support Advisory Board is to provide advice and guidance for the creation of industry standards, best practices, research, and professional development to meet the unique needs of the desktop support community. This strategic group of industry leaders have committed to share their time and talents to serve our community and enhance the desktop support profession.

The HDI Desktop Support Advisory Board comprises twenty-five industry experts and practitioners that collectively represent over 380 years of desktop support experience. Representing organizations from different countries, industries, support models, and sizes, members provide critical insight into the trends and needs of the desktop support community.


Roy Atkinson
Roy Atkinson Board Member
HDI
Senior Writer/Analyst at HDI. He is "Ask the Expert," the chief writer for white papers, SupportWorld articles, and a key in-house subject matter expert, holding both ITIL and HDI certifications.... read more
Senior Writer/Analyst at HDI. He is "Ask the Expert," the chief writer for white papers, SupportWorld articles, and a key in-house subject matter expert, holding both ITIL and HDI certifications. Roy is a member of HDI's International Certification Standards Committee (ICSC). Find him on Twitter: @HDI_Analyst / @RoyAtkinson less

Rick Joslin
Rick Joslin Board Member
HDI
Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development, sales, and delivery of HDI’s training and certification offerings. Rick is a... read more
Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development, sales, and delivery of HDI’s training and certification offerings. 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 was the VP of Customer Care for ServiceWare, VP of RightAnswers.com, 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 the support industry. Rick is the author of the HDI Focus Book on Knowledge Management, the HDI Focus Book on the Knowledge Management Maturity Model, and a contributed the Knowledge Management chapter in the HDI Service and Support Handbook. Rick is an active member of the Consortium for Service Innovation’ KCS Program Committee and serves on the Strategic Board of Advisors for HDI and the Advisory Council of Indiana University of Pennsylvania's 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 the HDI Team Excellence Award sponsored by HDI, on the Eservice Standard Advisory Board sponsored by Service & Support Professionals Association (SSPA), and on the HDI Support Center Certification Committee. less

JXMolina
Jamie Molina Board Member
SV
Jamie Molina is an experienced technology leader with over 15 years of experience in Information Technology across multiple disciplines. In his current role as the Director of Information Technology for... read more
Jamie Molina is an experienced technology leader with over 15 years of experience in Information Technology across multiple disciplines. In his current role as the Director of Information Technology for StriVectin, the largest independent prestige skin care company, Jamie oversees the Infrastructure, IT Operations, Telecommunications, and Support Services for the organization worldwide. Additionally, Jamie works closely with the CIO in the development of the overall IT strategy and annual budgets. Jamie holds an MBA from Binghamton University, a BBA - Computer Information Systems from Baruch College, is a Certified Project Manager (PMP), and a Certified Information Security Manager (CISM). Jamie is also a member of the Project Management Institute, ISACA, and HDI. As an active member of the IT community, Jamie is involved with a number of service organizations. Currently, Jamie is serving as a chapter officer with the NYC Chapter of HDI and is a member of HDI’s Desktop Support Advisory Board. less

LindaT9157
Linda Toro Board Member
Fish & Richardson
Linda Toro is the Manager of IT Support Services at Fish & Richardson, P.C. She received her Associates of Science in 1989 and has been active in the service... read more
Linda Toro is the Manager of IT Support Services at Fish & Richardson, P.C. She received her Associates of Science in 1989 and has been active in the service industry for over fifteen years. Linda has been a member of HDI for six years and is a Certified Microsoft Office Specialist, HDI Certified Desktop Support Manager and ITIL foundation certified. Linda designs, develops and implements the firm’s desktop support programs based on Information Technology Strategic Plans and identifies organizational needs using a variety of innovative approaches, in accordance with techniques and practices appropriate for law firm organizations. In her current position, she has implemented a successful in-house support center and supervises over 15 team members. Her recent projects include planning deployment of Office 2013 to the firm and, providing team oriented and customer service training for the IT Team and continues to champion user support within Fish & Richardson, P.C. less

Kerri Hanna
Kerri Hanna Board Administrator
HDI
Kerri is the program specialist, local chapters and has been responsible for local chapter operations, membership awards and serves as the board administrator on several HDI boards since 2010. Kerri... read more
Kerri is the program specialist, local chapters and has been responsible for local chapter operations, membership awards and serves as the board administrator on several HDI boards since 2010. Kerri is HDI Certified in Customer Service Representative and Support Center Analyst. Kerri also holds a B.A. in Interdisciplinary Studies from the University of Northern Colorado. less