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HDI
Certified
itSMF
Member
Foundations and
Practitioner Certified
HDI Support
Center Auditor
Officer - OCHDI
Member
Association of
Support Professionals
New Focus Book!
 HDI
has just published a new Focus Book authored by Paul M.
Dooley:
"Building a Web Support Portal: Keys to Success"
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About Us
Vision
Our vision is to be an
innovative, quality provider of IT training and support services,
enabling organizations to optimize the operation of their
support centers, resulting in stronger relationships with
employees and customers, a high level of support center
performance, and greater return on investment.
Mission
Our
mission is to deliver quality,
cost-effective training and consulting services to
organizations that boost support center and IT performance,
enable optimized connections with employees and customers, and
deliver exceptional return on investment. We do this by
providing:
 | Informative and
results-oriented support center training, IT consulting and
certification services |
| Quality web design,
development and search engine optimization services
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| Cost-effective survey and
market research services |
President and Founder
Paul M. Dooley, MBA
President,
Principal Consultant
 With over 30 years
of experience in the high technology and software development industry,
Paul has held numerous positions in customer services, support and marketing.
Experience includes front line technical support (levels 1, 2 and 3),
support team lead, international support manager, manager of service business
development, marketing manager and director of solutions marketing.
Experience
and expertise includes set up of support policies and procedures, support center
consolidation, selection & development of Knowledge Management Systems,
implementation of sophisticated Service Management Systems, support
marketing strategy and collateral development, new service development
and launch, and general service and support management.
Paul has held positions with leading high technology
companies, notably Motorola, FileNET, and most recently with
QAD, Inc. Recent clients have included the California Franchise
Tax Board (FTB), Oregon Software Association, MCTSSA (Marine
Corps. Support Center), Department of Homeland Security (DHS) -
National Help Desk, and many others (see our
Testimonial
page for recent quotes. Paul's background also
includes:
| Contributing member -
Help Desk Institute (HDI). Paul was a team leader in
updating the
HDI Support Center Certification (SCC)
standards in 2004. In 2005, Paul also led the team
to update the HDI Customer Support Specialist (CSS) and Help
Desk Analyst (HDA) Standards.
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| Past President and
Advisor to the Help Desk Institute (HDI), Orange County
Chapter
Paul acts as Advisor to the local chapter of HDI, as well as
Newsletter Editor. For more information please visit the
Orange County HDI web site at
www.ochdi.com.
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| Certified HDI Auditor.
Paul is one of the few individuals certified by HDI as a
Support Center Auditor. Recent organizations certified by HDI
through Paul's efforts include Saudi Basic Industries (SABIC),
T-Systems, The National Help Desk (U.S. Customs and Border
Protection), MCTSSA (Marine Corps. Support Center), and QAD -
HDI's first Global Support Center Certification.
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| Author of industry
publications. Paul has authored a number of articles and
white papers, including "How to Market the Value of Your
Support", "7 Steps to Exceptional Customer Service", and
others. His latest book, published through HDI in Dec. 2007,
is entitled
"Building a Web Support Portal: Keys to Success".
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| Regular speaker at
Industry Events. Paul was a featured speaker at HDI's
2005 Conference in Las Vegas, presenting on two topics: 1)
"HDI's Support Center Certification (SCC) Program", and 2)
"How to Market the Value of Your Support". Paul also
speaks regularly at local HDI chapter meetings and at related
organizations.
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Education: Paul hold's a Bachelors in International
Relations from California State University in Fullerton,
and a Masters of Business Administration degree from
National University, San Diego.
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ITIL Certifications: Paul has passed the
ITIL
Foundations certification, as well as
ITIL Practitioner in
Service Desk and Incident Management. He is currently a
candidate for the ITIL Service Manager certification.
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HDI Certifications: From the Help Desk Institute (HDI)
include Support Center Analyst (SCA), Support Center Team Lead
(SCTL), Support Center Manager (SCM), Certified HDI
Instructor, and Certified HDI Auditor of Help Desk and
Customer Support Operations. |
Paul specializes in the
following areas of service delivery:
| HDI Certified Instructor
Training classes |
| ITIL Foundations Training
classes |
| Help Desk and Support Center
Consulting Services |
| Help Desk and Support Center
Assessments |
| HDI Support Center
Certification Audits |
| General IT and Support Center
Consulting Services |
Denny Mack
Consultant, Service Management
Denny’s
experience includes 35 plus years in the high technology
hardware and software services
business. He has held key positions at IBM, Data General,
FileNet and most recently at Vision Solutions Inc.
At Vision
Solutions, Mack was Executive VP responsible for implementation
services, training and maintenance support. Vision provides
enterprise level high availability software solutions, working
closely with the major hardware system providers, such as IBM.
At FileNet,
Mack was Senior VP for Customer Services and Support and
responsible for building the customer support operation as well
as growing the services and support business to over $80 million
dollars during his ten years with the company.
Prior to
FileNet, Mack served as division director for field operations
at Data General (the former “DG”) where he managed 1,500
employees and maintained responsibility for $500 million in
maintenance revenue.
During his
20 years at IBM, Denny held several field and headquarters’
senior management positions, including serving as a consultant
to the chairman of the board regarding IBM’s hardware services
and support divisions.
Denny has been
actively involved in support industry professional associations:
| Serving
as a board member for the Association for Services Management
International; |
| Enjoying
recognition as an SSPA award winner; |
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Actively participating in the Information Technology Services
Marketing Association (ITSMA) |
Mack
earned his bachelor's degree from Syracuse University
and a Master’s in Business
Administration from Pace University in New York.
Denny specializes in the
following areas of service delivery:
| Support center strategic
business consulting |
| Support center
best
practices - growing support and maintenance revenue
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| Support center leadership
training seminars |
Ron Freedman
Technical Support Services
 A
principal consultant and partner in the company, Ron has over 25
years of experience in high technology service and support.
Ron is a seasoned customer service and support professional in
the high tech large systems marketplace, with many years of
experience with such firms as Lucent Technologies, Stratus
Computer, and Prime Computer.
Ron’s skills cover a broad
range, from supporting sophisticated hardware to large scale
mission critical software systems. And its not only the
delivery of technical support Ron has become an expert at – he’s
been responsible for maintaining high customer satisfaction and
optimal customer relationships at some of the largest private
and governmental organizations.
Certifications include:
| Microsoft Network Specialist
Certification, 1999 |
| Certified for all Microsoft
OS networking, protocols, and network configurations
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| Certified DNCP Engineer –
Lucent Technologies |
| Search Engine Marketing
certification - 2004 |
Ron specializes in the
following areas of service delivery:
| General Technical Support
Services |
| Search Engine Marketing
Consulting |
| Search Engine Optimization
Services |
| Field support workshops and
training |
Industry Organizations
Service and Support Industry
associations we're a member of include the
Help Desk Institute (HDI), the
Association of Support Professionals, IT Service Management Forum (itSMF), the
Orange County Help Desk Institute,
ITIM (IT Infrastructure Management Association), and the
Service and Support Professionals Association (SSPA).
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