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A Few
Quotes from
Satisfied
Clients!
"Paul was a very organized, knowledgeable, and easy to follow
instructor. He provided information and how it related to other
sections in the course. Very good at making sure you understood the
material. I would definitely take more courses from him."
Beverly - BAE Systems. ITIL Foundations Oct 2010
"Paul is outstanding. He was able to cover most if not all the
critical materials in the lecture. Along with the folks in the
room, most if not all of us stayed alert because of his dynamic
teaching style. I've already made recommendations to my colleagues
to take this course, specifically with Paul again."
Jean - Raytheon. ITIL Foundations Oct 2010
"I have taken many professional development education courses
over the course of my 20+ years in the Telecom business, and Paul
Dooley is without a doubt, one of the very "best" trainers I have
had. He is absolutely top notch."
Carol - FTP Group. ITIL Foundations Oct 2010
"Instructor kept our attention. Very
knowledgeable and energetic."
Scott Riola, Superior Court of
California, May 2008
"All topics were covered in depth. Paul was
a great instructor, very informative."
Wendy Lopez, Mercury
Insurance, May 2008
"Great Presentation! Very valuable!"
Lung Chieng, Mercury
Insurance, Sept 2007
"Paul's tonality was perfect! He is an awesome instructor who is
very thorough. Thank you for being in this business. Your service is
awesome."
Jill H,
El-Bizri, American Golf, Feb 2008
"Friendly, knowledgeable, skilled! Well done! A lot of
material covered quite well."
Christian Olson
ITIL Foundations (V3), June 2008
"Paul did a great job - he has an easy to follow presentation
style."
Holly Magnuson - ITIL Foundations (V3), June
2008
"Optimal Connections' presentation was in-depth and
shed light into what our members really think of the Irvine Chamber."
Jacquie Ellis -
Chief Executive Officer,
Irvine Chamber of Commerce
"Paul did an excellent job! Thank you. I will recommend this class to
any other help desk managers who
may be interested."
Larry Hall, American Honda. Sept 2007
"Paul was extremely knowledgeable about the topics presented. His
tenure and work experience was beneficial to the group. The atmosphere of
the course was trusting because of Paul's facilitation style."
Ashley
Reese, UCC Direct. Help Desk Manager course, Feb 2006.
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Speaker Presentations
Looking for a
Dynamic, Knowledgeable Speaker for Your Next Event?
Interested in getting a knowledgeable,
dynamic speaker for your next IT services or customer support event?
Paul, our lead consultant, has years of
experience in customer service and support delivery, systems
implementation, management, training, and consulting. He has
trained literally hundreds of customer service and support
personnel, from first line, to team leads, managers and directors.
Conducted numerous IT and support center assessments and audits.
And helped many leading public and private organizations boost
service and support effectiveness, efficiency, and performance.
In addition to writing published
articles, Paul has also spoken at several industry events,
including HDI and itSMF, at local HDI chapter meetings, at
Industry Forums, and at other venues. If you are looking for a knowledgeable, dynamic
speaker for your upcoming event, look no further. A range of topics are available for you to choose
from.
Review Paul's profile, and check out the list of
speaking topics listed below. Let us know which one you are
interested in for your speaking event, then take the next step -
contact us!
To contact us to arrange for Paul to
speak at your event, email
service@optimalconnections.com
or call +1 949-305-3544. We look forward to hearing
from you!
Sample Presentations
"Transforming Help Desk to Service
Desk: A Practical Approach"
Many
organizations today are befuddled about the various terms applied to
the support center: help desk, service
desk, support center, etc. One thing
most will agree on: they don’t want to be known as “the helpless
desk”. The help desk of today is being called upon by IT, and
the business, to step up to providing a wider scope of services, a
higher level of effectiveness and efficiency, and to act as “the
face of the organization” to the customer. And of course many help
desks want to make this move up to the level of respected, effective
and well regarded “service desk” – but the question “how do I
accomplish this?” remains.
This session
will provide practical guidance on how to develop a successful
plan for moving from a traditional Help Desk to an ITIL compliant
Service Desk. In the session we will cover:
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The characteristics of a Help
Desk, vs. an ITIL compliant Service Desk |
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The various types of Service
Desk structures, and the pros & cons of each |
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The role of processes such as
Incident Mgt, Problem Mgt, and Request Fulfillment |
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Current Service Desk automation
tools, and best-practice methods for making the right selections |
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How to develop a project plan
that will transition your help desk to a highly effective,
integrated Service Desk |
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Pitfalls to avoid in
transitioning your Help Desk to a new Service Desk operation |
Attendees will
walk away with a clear understanding of what differentiates a Help
Desk from a Service Desk, the various elements that make up an
effective and efficient Service Desk, and a practical phased plan
for transitioning their Help Desk operation to a full-fledged
Service Desk operation. A sample project plan template will
also be provided, so attendees can get right to work building their
action plan when they return home!
"Creating an Effective Marketing Plan
for Your Help Desk"
Many
support centers today do not do a very effective job of marketing
their value to key audiences – staff, management and customers.
As a result, budgets get cut, staff and tools are not available as
they should be, and the support center is hard pressed to deliver
the kind of quality support that is
required. Customer satisfaction levels suffer, and a poor
reflection on the organization is the result.
A better approach: like a business, the support center must
market its value to all key stakeholders: management, customers
and end-users, and the support staff itself. The old saying holds
true: “it doesn’t matter how good you are if no one hears about
it”. Support centers must provide for a marketing program that
will enable it to market its value so that its audiences realize the
value it is delivering.
This session focuses on:
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How to do a SWOT analysis of your center, enabling you to develop
a marketing strategy with clear goals & objectives |
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How to develop key messages that will help market your value
effectively – vision & mission statements, tag line, service value
propositions |
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How to build a continuous, multi-channel marketing plan that
employs a variety of channels, on a daily, weekly, monthly
quarterly and annual basis |
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How to deploy this integrated support marketing plan so you can
“market your value” on a continuous basis, through a variety of
channels, to all the critical audiences |
Attendees will walk away with a clear understanding of how to
develop a quality support marketing program, and will also be
equipped with a detailed “Support Marketing Plan” template
that they can start building and deploying when they return to their
support centers.
''Building a Web Self-Service Portal: Key to Success!"
The support
center of the future will be focused on providing multi-channel
support to customers, and a key channel in this support environment
of tomorrow will be the ''self-service portal''. Why? Its all
about operating the support center like a business, and businesses
today are customer-centric and cost-focused. The web is a hugely
effective tool used by business today to boost
productivity, operate more effectively and efficiently, and to cut
costs - so its a natural for the support center to adopt the web as
a key part of its multi-channel support structure.
But where
do you start? What are the best-practices? What are they keys to
success in designing, developing, launching, and maintaining a web
self-service portal? In this very practical presentation you will
learn the best-practices and keys to success for designing,
developing and rolling out your customer self-service portal:
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Why its
critical your support center have a self-service portal
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A sample
business case for presenting this to management
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Sample
Return on Investment analysis for a typical support center
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The most
popular applications for a self-service portal
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Pitfalls to
avoid in planning and deploying your portal
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Key success
factors to pay attention to in designing, developing and launching
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How to
ensure on-going success and continuing ROI
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Come hear this
valuable presentation and learn the best practices for designing,
developing and maintaining an effective customer self-service
portal. As an added bonus, you will take away a valuable “Self-Service
Portal Checklist” that will help you in your planning and
deployment efforts!
"Seven Steps to
Exceptional Customer Service"
Interested in knowing the keys to
delivering exceptional customer service? What makes the
difference between having satisfied customers, and customers
who are so delighted with your service that they not only keep
coming back, but refer numerous others?
This short, one hour inspiring session has
been delivered to numerous customer service and support
organizations around Southern California, from admin support teams,
to help desk teams, to HDI chapter events. It focuses on the
"7 critical steps" to delivering truly exceptional service -
the kind that separates your support center from the rest, and is a
compliment to your entire organization.
Come and learn these 7 key steps to a
successful support encounter. Put this practice into play in
your support organization. You'll walk away with a handy
reference card for your support reps, and you'll start turning
your merely "satisfied customers" into truly "delighted customers"!
"Nuts and Bolts
of Financial Tools for IT Management"
The emphasis today is
on the support center being “run like a business”. Serving the
needs of the business, and customers. To do this, IT must be
financially responsible, making effective decisions about when and
where to
invest. As IT managers, we are very often faced with the need to
make effective decisions regarding planning an investment; as
business managers, we are obliged to be effective stewards of the
financial resources with which we are entrusted.
The challenge is of course
that being technologists, we often gravitate to the newest “coolest”
technology – but that may not always be the best choice, from
the standpoint of cost vs. benefit, return on investment, and total
cost of ownership. To be truly effective in our investment choices,
we must consider our investment choices carefully and wisely.
This session will provide
practical insight into valuable financial tools that managers
need to carry out effective decision making:
| How to do effective
Cost-Benefit Analysis of proposed projects, or alternative
investments |
| How to analyze the
Return on Investment (ROI) of various alternatives |
| How to apply Total Cost
of Ownership (TCO) to determine the option providing the lowest
total cost over the life of the investment |
Real-life examples will be
discussed, illustrating how to apply these financial tools
together to aid in making quality investment decisions.
Sample templates will be provided, including a Cost-Benefit
analysis template, an ROI calculator, and a TCO calculator.
Take the Next
Step!
To contact us to arrange for Paul to
speak at your event, email
service@optimalconnections.com
or call +1 949-305-3544. We look forward to hearing
from you!
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