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Paul M. Dooley
itSMF - IT Service
ITIL Foundations Certified
ITIL Practitioner Certified
ITIL Intermediate Level
ITIL V3 Expert
Help Desk Institute
Association of Support Professionals
iSMF Los Angeles
Foundation and Intermediate Certification Training
"You are an outstanding
instructor, and I really learned a great deal. Thank you so
much for the practical examples you provided"
Alan Estrada, Desktop Support Manager - Bio-Rad. ITIL Service
Operation, April 2013.
"I really enjoyed your class and learned a lot from you. I hope I
passed the exam. I will fill out the survey today with the positive
comments. You did a great job."
Ping Xia, UCLA -
Foundation - Dec 2012.
"Thank you for your
excellent guides to the ITIL Foundation. I just received the result
of my test and 90%! I passed! I would like to move to the
next Intermediate Lifecycle class and I hope I can see you again."
Foundation - Dec 2012.
"Just wanted to thank you
for teaching a great class! I will be putting to good use all
the information I learned."
Lisa C. Blanda - Manager, Production Support. Pacific
Pulmonary Services. ITIL SO Dec 2011
"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
Carol - FTP Group. ITIL Foundations Oct 2010
"Excellent presentation. Well worth the time - interesting, useful
Linda Marsh, Director
- Applications, Karl Storz. ITIL Foundations (V3), 2008
"Paul is a great instructor!" Allison Hetrick - ITIL
Foundations (V3), June 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
"The instructor had good handouts and supplemental materials.
Also very good exercises to emphasize learning." Lisa
Luly, Director - CheckFree ITIL Foundations (V2), June 2008
"Paul was very good." Shaun Pratt - ITIL Foundations,
Customer Service Representative
"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
Support Center Analyst (SCA) Course
"I'm glad we were able to interact with other
people from different companies and get some good ideas to successfully
structure our work atmosphere." Julie A. Gutierrez, City of Hope -
"Paul is awesome! Very knowledgeable about
the course." Staphon Arnold, Azusa Pacific University. April
"Paul was a great instructor who presented
everything in an understandable format." Karen Carreon, Mercury
Insurance. April 2012.
am able to take the skills I learned here and begin using them right away!"
Jenny Groody, Medical Insurance Exchange
SCA Class Jan 2009
"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
you very much. Many of the policies/procedures/KM 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. HDA Boot Camp, August 2005
course and instructor. Very valuable in preparing me for
certification." Steve Parr, HDA Boot Camp, May 2005
"The class was a great investment. Happy to take the
next one." Martin Garcia, HDA Boot Camp, April 2005
"Paul is a great instructor!" Dee Bowen, HDA
Boot Camp, April 2005
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
Support Center Team Lead (SCTL)
"The instructor was very knowledgeable.
Thank you! The class was well worth it, and I would recommend it to other
supervisors in my organization. Thank you again for a job well done!"
Mary Ann Lopez, Panda Restaurants, December 2009
"Clear, concise presentation - easy to follow."
Greg Harris, Sempra Energy, December 2009
"Very organized and professional." Antwan
Beaugard, Deluxe Laboratories, December 2009
Support Center Manager (SCM)
"Very good class for a
new manager - I have valuable information to implement many new processes!"
Tina Sarslow, Paul Hastings - Support Center Manager. April 2012
is an excellent instructor! I plan on sending my entire team to HDI
Rafael Castillo, Support Center Manager - Plantronics. April 2012
"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.
"Well structured, well presented and had appropriate amount of
interaction". Harvey Welles, CEO, Inotech Systems. Help Desk
Manager class, Feb 2006.
"Paul is knowledgeable, with lots of real-world
examples." Michael Runyan, Auto Club. Help Desk
Manager class, August 2005
Support Center Assessments
QAD: Support Center
Optimal Connections provided QAD with our
Support Center Assessment service, enabling them to evaluate how closely
their eight global support centers were to meeting
Center Certification standards. The support center assessment was
fast, cost-effective, and thorough. QAD global support received a comprehensive
report that presented the results, including an executive summary, an assessment
of how each of the centers did in terms of HDIís SCC model, and recommended
focus areas for each center. A detailed action plan was provided, with specific
recommendations on how to address issues and prepare for future certification.
"I was impressed with the cost-effectiveness of the online
support center assessment. We were able to identify several areas where we
exceeded HDI standards, and some where we need to focus our efforts. Well worth
the investment." Dan Pasquerilla
Manager, Programs Office,
Global Learning and Support Services, QAD.
Other IT or
Support Center Assessments Performed Include:
New York Life - Agent Customer Support
Forest City (Cleveland)
Yahoo! (Santa Clara)
Plantronics (Santa Cruz)
WASP Barcode Technologies
Support Center Certification
Certified 2003, 2005, 2007,
2009, and 2012.
Center focuses on providing services
enable clients to make the right
decisions at the right time using the right information.
Organizations need total IT support, whether itís to support custom
systems, consolidate support from multiple vendors, or augment their
own staff. Intergraph Solution Center provides total hardware,
networking, operating system, and applications support. At
Intergraph, they recognize that each customerís needs are different,
and they satisfy those needs through a customer-centric approach.
"Thank you for your diligence and
thoughtfulness in your auditing of our Call Center. We were very pleased
with our score and felt the comments made where we did not meet a specific
standard were insightful and right on target." Elizabeth Henson,
Intergraph Solutions Center
QAD: First HDI Global
Support Center Certification!
"Phase 1" of HDI Global Support Center Certification was completed in March
2004, with certification achieved for the Mt. Laurel, Sydney and Barcelona
Support Centers. "Phase 2", consisting of audits for the UK, Netherlands, Hong
Kong and Mexico Support Centers, engaged in February 2004, and completed in June
2004. With the conclusion of Phase 2, QAD has achieved the first truly Global
HDI Support Center Certification!
"It has been a delight working with HDI and Optimal Connections. Paul Dooley,
Optimalís HDI certified Auditor, has been there every step of the way ...
advising on needed improvements in the areas of communication, employee and
customer satisfaction management, and metrics."
Dan Pasquerilla -
Manager, Programs Office,
Global Learning and Support Services, QAD
Other HDI SCC
Audits Performed Include:
US Marine Corps, Camp Pendleton
Customs and Border Protection,
SABIC, Saudi Arabia
Aramco, Saudi Arabia
US Customs and Border Protection
Customer and Employee Satisfaction Surveys
Technologies: Client Satisfaction Surveys
"Optimal Connections delivered outstanding results. Not only were they very
responsive, but they also worked with us to design a survey that got us
precisely the information we needed." Frank Busalacchi -
VP of Customer Services,
Kore Technologies, LLC.
Vision Solutions: Customer, Partner and Employee Surveys
has been a great partner in our annual Employee Satisfaction
Surveys. Paul Dooley works with us to plan,
customize, execute and analyze the results of our survey to our
extreme satisfaction. He has the utmost integrity,
delivers what he promises, and has been very flexible when
circumstances caused a change in our requirements. The Optimal
Connections partnership is a real value for us."
Carole Morris, Vice
President - Human Resources
"We needed to thoroughly assess the satisfaction levels
of our customers and business partners. Our objective: identify a company to
come in and help us get the right surveys created and delivered quickly, and
professionally ≠ with quality results. Optimal Connections did just that." Pete Robie
VP of CustomerCare Centers,
Vision Solutions, Inc.
Irvine Chamber of Commerce: Membership Surveys
"Optimal Connections' presentation was in-depth and
shed light into what our members really think of the Irvine Chamber. I was not
only impressed by how thorough the survey process was, but also your timeliness.
Every promise that you made was kept and every deadline was met."
Jacquie Ellis -
Chief Executive Officer,
Irvine Chamber of Commerce
Are You Our Next Success Story?
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