|
|
|
Get Certified!
HDI and ITIL Certification Training
Paul M. Dooley, MBA
IT Service Manager
ITIL V3 Expert
"The class
was very informative! Instructor did a great job!"
Yolanda Rivera, SCA Class - May 2008
"I
am excited to return to work and put these practices into
place!" Heather
Whitefield, SCM Class, Anaheim - March 2007
"I plan to recommend this course to all of our Analysts
here at Fremont." William Torres, SCA Class, Fremont
Investment & Loan, March 2007
"Paul was very
knowledgeable and enthusiastic. He provided real world solutions to real
world problems by engaging each member of our class in discussions!" Mega
Perkins-Roush, SCA Class, San Diego - May 2007.
"Thank
you very much. Many of the policies and procedures practices
are not implemented in my organization. I'm hoping to present
to management for change and implementation. Paul - you did a
great job!"
Adriane Vasquez, City of Yuma, Arizona
August 2005
"Paul is a great instructor!"
Dee
Bowen, HDA Boot Camp, April 2005
"I thought all topics
were covered well. The time spent on each was perfect. I would
definitely recommend the class to others." Karen Flores, Help
Desk Analyst class, Nov 2004
Get the
FREE White Paper from the HDI 2005 Annual Conference
"How to Market
the Value of Your Support
Center"
Download Now
Valuable
Articles!
on Service & Support,
Web Marketing and
Customer Satisfaction
Go to Resources >>
FREE
White Paper!
"7 Steps to Exceptional Customer Service"
Download Now
|
 |
|
|
Service Desk, IT and
Support Center Best-Practices
Training, Consulting and
Service Management Solutions that Energize Service Delivery!
Its no secret that in today's world of
global competition, exceptional customer service and support
lays the foundation for success. With over 30 years of combined
experience is the service and support industry, no one
understands this better than the senior consultants at Optimal Connections.
Need to sharpen your
Support Center Analyst skills? Or learn best-practices in support management with
HDI Support Center Manager Training?
Perhaps you need a
Support Center Assessment to get a professional assessment of
your service desk operations, and identify opportunities for improvement. Maybe your goal is
to aim for
HDI Support Center
Certification to
really distinguish your support center. Or bring your staff up to par with ITIL best practices, engaging
ITIL Foundations Training.
Whatever your goal,
we’ll
help you get to where you need to be – so you can wow customers, exceed
expectations, and build that all important customer loyalty!
IT and Support
Center Services
HDI Certification Training
Boost the communications,
problem solving and customer care skills of your Service Desk Analysts
with HDI Certification Training. As Certified Instructors of HDI,
we provide you with official HDI courses that will prepare your staff to
deliver the best in service & support. Classes offered include:
 | Customer Service Representative
(CSR) |
| Support Center Analyst (SCA) |
| Support Center Team Lead (SCTL) |
| Support Center Manager (SCM) |
ITIL Certification Training
IT Infrastructure Library (ITIL) has become the de-facto global standard in terms of best-practices for IT
organizations.
Interested in getting awareness training, or a solid grounding in ITIL?
Our instructors are Practitioner or Service Manager certified, with years
of hands-on experience in IT service and support. We offer ...
| ITIL Executive Overview |
| ITIL Awareness Training |
| ITIL Foundations Certification
Training |
Support Center Assessments
Need a professional 3rd party assessment of your Service Desk, Help Desk or Customer
Support Center?
Our Support Center Assessment is a cost-effective way to identify
opportunities for improvement, pinpoint areas of strength, and get a
roadmap for the future. Additionally, SCA services can help you determine
if and when to move ahead with HDI Support Center Certification.
HDI Support
Center Certification
Although you may be successful in attracting customers, engaging them, and
selling products or services, you won't be successful in the long run unless you deliver
quality customer service. HDI Support Center Certification
benchmarks your support center against HDI world-class standards, allowing you
to differentiate your center from competitors and demonstrate to customers your
commitment to excellence!
Help Desk and Support Center Consulting
Are there opportunities to increase the efficiency, effectiveness, and
service quality of your support center, while reducing costs and increasing
revenue? Our help desk and support center consulting solutions will help you optimize
your performance.
Customer and Staff Satisfaction Surveys
Our experience has shown us that
it's much easier to hit a target when you know what you're shooting for.
Use our survey services to find out about how your
customers (or employees) feel about your organization, products and services. Then
fine-tune your service offerings, and your internal processes, to exceed those expectations!
Web Design,
Development and Search Engine Optimization Services
For information on our web design,
development and search engine optimization services, please
visit
optimalwebmarketing.com.
Why Choose Us?
We are a small but very
formidable team of industry experts, with considerable
experience in support services strategy, development, and
delivery; support analyst skills and management training;
and survey services. Not only do we have the
credentials and experience you can count on - we are committed
to excellence and to your complete satisfaction!
Optimal Connections is active
in leading
industry organizations such as the
Help
Desk Institute (HDI),
IT Service Management Forum (itSMF),
HDI Orange County, the
Service
and Support Professionals Association (SSPA),
ITIM (IT Infrastructure Management Association), and the
Association
of Support Professionals (ASP).
We are proud members of...
Translate This Site to Your Native Language
|
Get Downloads
from Paul's
"Web Portal Best-
Practices" Session
given at the
HDI
Japan
Conference 2008!
Read
More >>
Event Photos>>
itSMF USA
Conference, SF
Sept 9, 2008
Get Our
Presentation and Checklist on Effective Web Support!
Go to Resources>>
HDI 2008
Conference
Presentation Downloads:
Financial Tools Session
Web Portal Session
Go to Resources>>
Optimal Connections
helps
the National Help
Desk,
Dept. of Homeland Security
to achieve HDI Support Center Certification!
Read More >>
Marine Corps
Marine Corps
MCTSSA Support Center renews HDI Support Center
Certification
Read More >>
New Focus Book!
 HDI
has just published a new Focus Book authored by Paul M.
Dooley:
"Building a Web Support Portal:
Keys to Success"
Paul M.
Dooley
Principal Instructor
itSMF Member
Foundations, Practitioner and Service Manager Certified
ITIL V3 Expert
HDI Support
Center Auditor
Officer - OCHDI
HDI International
Standards Committee
Member 2008
|
|
|
|
|
