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Get Certified!
HDI and ITIL Certification Training
Paul M. Dooley, MBA
IT Service Manager
ITIL V3 Expert
Hot Link
to
Course Schedule!
Listen to What Our Students Say!
"Just right speed and
delivery. Very knowledgeable instructor."
Gene Dodge
Support Center Mgr
Kroll
SCM Class - Feb 2009
"Thanks for the great class in Minneapolis -- I really enjoyed
it and brought a lot back. Now, we'll see if we can implement
a few things!"
Jane Gehrke
Help Desk Analyst
Gillette Children's Specialty Healthcare
SCA Class - Feb 2009
"I am able
to take the skills I learned here and begin using them right
away!"
Jenny Groody,
Medical Insurance Exchange
SCA Class Jan 2009
"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
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Service Desk, IT and
Support Center Best-Practices
Training, Consulting and
Service Management Solutions that Energize Your Team!
Its no secret that in today's world of
global competition, exceptional customer service and support
lays the foundation for success. With over 70 years of combined
experience in technology service and support, 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 operations, and identify opportunities for improvement. Maybe your goal is
to aim for
HDI Support Center
Certification to
really distinguish your support center from the pack. Better yet, bring your staff up to par with ITIL best practices, engaging
our
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,
Team Leads and Managers 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 listed below.
Learn More >>
 | Customer Service Representative
(CSR) |
| Support Center Analyst (SCA) |
| Support Center Team Lead (SCTL) |
| Support Center Manager (SCM) |
 ITIL Training
and Certification
IT Infrastructure Library (ITIL) has become the de-facto global standard in terms of best-practices for IT
organizations.
Interested in getting your executives briefed, ITIL Awareness training, or a solid grounding in ITIL
Foundations?
Our instructors are ITIL V3 Expert certified, with years of hands-on
experience in IT service and support. Classes listed below.
Learn More >>
| ITIL Executive Overview |
| ITIL Awareness Training |
| ITIL Foundations
Training |
Targeted Half-day IT Skills-Building Workshops
(New!)
Don't have enough time to send your IT
support staff to one or two days of training? Looking for
skills-building courses focused on specific, targeted areas you need help
with? We have just what you are looking for! Targeted 1/2 day
training workshops now offered to meet needs in specific areas
include:
|
Effective Communications |
|
Building Effective Teams |
More courses coming soon! Courses can
be delivered on-site, or at our training location.
Learn More >>
 Support Center Assessment
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, assessment services can help you determine
if and when to move ahead with Support Center Certification.
Learn
More >>
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!
Learn More >>
 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 IT and support center performance.
Learn More >>
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 customer and employee survey services to find out about how your
customers (or employees) feel about your organization, products and services. We
give you a complete, unbiased 3rd party expert view of strengths,
weaknesses, and opportunities for improvement. Then
you do the rest - fine-tune your products, service offerings, and your internal processes, to exceed those
customer and staff expectations!
Learn More >>
Need Help with Web Design,
Development and Search Engine Optimization Services?
For information on our web design,
development and search engine optimization services, please
visit
www.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...
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itSMF USA
Conference 2009
Dallas, Texas
Sept 20-23
FLASH!
Paul has been selected to speak on the
"Knowledge Powered Service desk"!
For all the details
please visit
www.itsmfusion.com
HDI
Forums
Higher Education
July 6-9, 2009
Boise State Univ.
Paul has been invited
to speak at the upcoming HDI Higher Education Forum
Get the News >>
Visit us on
Meetings, discussions,
and more!
Become a Fan!
Visit Paul
and
link up on
Optimal Connections
helps
the National Help
Desk,
Dept. of Homeland Security
to achieve HDI Support Center Certification!
Learn
More >>
The U.S.
Marine Corps
MCTSSA Support Center
achieves HDI Support Center
Certification for 2009!
Learn More >>
Read the
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 -
HDI
Orange County
HDI International
Standards Committee
Member Since 2008
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