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Help Desk and IT Training

"Great Presentation!  Very valuable!"  Lung Chieng, Mercury Insurance, Sept 2007

"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
 

Support Center Assessment

"I was impressed with the cost-effectiveness of the 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
QAD Global Support

 

Support Center Certification

"It has been a delight working with HDI and Optimal Connections. Paul Dooley, Optimal’s 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


What's New

Read All About It!

November 2014 - Lake Forest, CA.  Optimal Connections has added a new white paper article
on "ITIL 2015 and Beyond: Six Trends Driving the Increased Importance of the Service Desk" Download this important Global Knowledge white paper now to find out about critical trends as we move into 2015, and how they are boosting the importance and relevance of the Service Desk.

September 2014 - Lake Forest, CA.  Check out the new HDI courses that Paul M. Dooley will be teaching in the first half of 2015, and be sure to register your team for these HDI courses!  They will boost the performance of your team, lower support costs, and make you a star!  View our course schedule and register for these courses:  http://www.optimalconnections.com/HDI_training_schedule.htm

May 30, 2103 - Lake Forest, CA.  Optimal Connections has added a new article on the successful planning and implementing of Knowledge Management in an IT support organization.  Visit our Resources page to get all the details, and download the new publication!

May 21, 2013 - Lake Forest, CA.  Optimal Connections has added new ITIL classes during the months of July, August and September.  Please be sure to browse our upcoming Schedule of Classes for more information on classes, target dates and registration information.

Feb 17, 2013 - Simi Valley, CA.  Paul M. Dooley, Our principal consultant, presented on "BYOD and the Service Lifecycle" - an ITSM approach to planning developing and deploying IT support in a "Bring Your Own Device" environment.  The meeting was well attended, with about 40 IT managers and support people from north LA County.  A White Paper is in development on this topic, but in the event that you missed the meeting, you can Download the Slides now. 

Jan 25, 2012 - Lake Forest, CA.  Optimal Connections is proud to announce that we have just gone live with a new web site featuring a set of online training services.  The site is entitled “The IT Learning Connection“, with the URL entitled www.itlearningconnection.com The site is now featuring online, self-paced IT best-practice training courses, at extremely reasonable prices.

Online, self-paced training is offered round-the-clock in the following areas:

bullet ITIL Awareness training
bullet ITIL Foundation certification training
bullet Cloud Computing awareness
bullet Cloud Essentials certification training
bullet Virtualization awareness
bullet Virtualization Essentials certification training
bullet ISO 20000 training

If you are a busy IT manager, executive, or practitioner, check out our convenience, online courses.  The content is supplied by ITpreneurs, a leading industry content provider.  And we package with all of our courses expert guidance, plus a package of helpful, practical templates.

Enroll now!  To learn more, please visit  the learning portal at www.itlearningconnection.com

Oct 15, 2011 - Lake Forest, CA.  Optimal Connections, LLC has joined the Cloud Credential Council as a Training Partner. The Cloud Credential Council (CCC) is the international industry representation body mandated to drive alignment and develop standards for cloud computing domain that is important for organizational and individual training and certification. The Council is independent and vendor neutral, with membership that includes user organizations, vendors, professional associations and international certification bodies from across the world.

August 9, 2011 - Lake Forest, CA.  The new version of ITIL is here!  The ITIL 2011 Update is out and the updated books are available for ordering.  The purpose of the ITIL update for 2011 is to clarify points across the volumes, deliver better consistency, and to improve some areas of content - specifically, the Service Strategy book.  Check our Resources page for downloads on the upate - a Summary, FAQs, and more!

Feb 26, 2011 - Colorado Springs, CO.  HDI has published a Focus Book authored by our principal Paul M. Dooley.  The book is being sent out to all 7, 500 members of HDI around the world, to update them on the latest best practices regarding the development of their most valuable resource - people.  Entitled "Transforming Your People Resources:  A Continual Learning Approach", the book provides a plan for designing, deploying and maintaining a "continual learning environment" within your Support Center. 

For more information on the booklet, or to order a copy, please visit HDI's main web site at http://www.thinkhdi.com/resources/publications/FocusBookSeries.aspx.  For information about our training and learning solutions, please visit our Services page.

Sept 30, 2010 - Colorado Springs, CO.  HDI has published an article in their Sept-Oct edition of Support World, penned by our principal Paul M. Dooley.  The article is featured on the Cover of the magazine, and is entitled "Welcome to Your New Career in Technical Service and Support" (the article can be found on page 34 of the magazine.

The article discusses how the support industry has matured over the past few years, and is now "where the action is" in terms of the value delivery of IT to the business.  Many support centers have implemented career paths, both technical and managerial - so its no longer a job, but a true career opportunity in many organizations!

To read more , here is a link to the article:  downloads\Dooley_SW_SeptOct10.pdf

Mar 10, 2010 - Lake Forest, CA.  Paul M. Dooley, Principal at Optimal Connections, LLC, will be speaking at the upcoming itSMF 2010 Annual Conference in Louisville, Kentucky.  The topic will be "Transforming Resources:  A Continual Learning Approach", to be presented Monday, Sept 20, 10- 11AM.  The presentation will discuss how many organizations neglect their people resources, choosing to focus only on the continual improvement of processes and technology.  Yet our people resources are probably our most valuable resource in terms of service delivery capability, our largest single investment, and often times the key to maximizing customer satisfaction with our services. 

For more information visit the main web site for itSMF Fusion.  For more information on Paul's topic, see program info at itSMF Fusion.

December 30, 2009 - Lake Forest, CA.  Paul M. Dooley, Senior AHDI Auditor at Optimal Connections (www.optimalconnections.com) has just completed an audit of the Intergraph Solutions Center, located in Huntsville Alabama.  Intergraph (www.intergraph.com), a leading provide of support center services for business and industry, is undergoing a third iteration of HDI's Support Center Certification program in 2009.  HDI Support Center Certification is helping the Intergraph Solutions Center to optimize its support operations, improve productivity, and raise customer satisfaction. For more information, please visit our page on HDI's Support Center Certification Services

Oct 20, 2009 - Darhan, Saudi Arabia.  Saudi Aramco has just completed it's 4th HDI audit of its central support operations, located in Darhan Saudi Arabia.  Paul M. Dooley, HDI Auditor, completed the 3 day on site audit in October of 2009, with HDI SCC certification results to be announced later this month.  Saudi Aramco's operations span the globe and the energy industry.  As a company, it oversees the largest conventional reserves of crude oil, is the world’s largest producer and exporter of crude oil and leads the world in exporting natural gas liquids. Visit our HDI Support Center Certification web page to learn how your support center can get HDI Certified!

 

Sept 21, 2009 - Pasadena, itSMF USA, SEP 21, 2009 — itSMF USA, the premier Service Management organization with a 12-year history of advocacy for the service management profession, together with the Institute of Certified Service Managers (ICSM,) announced today the launch of a program to professionalize the IT Service Management (ITSM) industry at the itSMF Fusion Convention in Dallas, TX. The program, Professional Recognition for IT Service Management (priSM) will enable members to apply for recognition of their ITSM knowledge, skills and abilities.  As such, it will represent an added level of credibility for the industry by setting a standard of accomplishment upon which employers and customers can rely when selecting individuals for roles requiring certification and experience in ITSM.  Please click here to read the full press release.

July 17, 2009 - The Microsoft MCITP: Enterprise Desktop Support Technician 7 CredentialWindows 7 Training Portal will require one of two HDI certifications: HDI Support Center Analyst (HDI-SCA) or HDI Desktop Support Technician (HDI-DST). This certification will validate that Microsoft Certified IT Professionals who specialize in Desktop Support for Windows 7 understand both the technical aspects of the operating system as well as the vital customer service and business process skills required by support professionals. For more information please visit HDI's web site.

May 14, 2009 - Colorado Springs, CO.  HDI, (http://www.thinkhdi.com) the world's largest membership association for IT service and support professionals, has just ask Paul Dooley, our president and principal consultant, to speak and facilitate at the largest of the HDI Forums - the HDI Higher Education Forum.  Paul will be facilitating a meeting of approximately 29 members of this Forum - all key executives and managers of education related IT and support organizations.  The meeting will take place at Boise State University, July 6-9, 2009.  The topic will be focused around "how IT can better align with the business and customers it serves". 

April 2, 2009 - Pasadena, CA - itSMF has accepted a proposal by our Principal, Paul M. Dooley, to speak at the upcoming 9th annual  itSMF USA "Fusion 09" Conference in September.  Paul will be speaking on "Transitioning to a Knowledge-Powered Service Desk", part of "Track 3 - Service Operations with a Side of Change". Paul's presentation is slated for Sept 23, 2009, 08:45 AM - 09:45 AM.  If you are planning to attend the itSMF conference, you won't want to miss this exciting and informative presentation about how you can take your service desk to the next level of performance!  For more information on the Fusion 09 Conference, visit http://www.itsmfusion.com/event.aspx

March 4, 2009 - Colorado Springs, CO.  HDI, (http://www.thinkhdi.com) the world's largest membership association for IT service and support professionals, has just awarded the U.S. Marine Corps MCTSSA Support Center its Support Center Certification award for the period 2008-2010.  The MCTSSA Support Center provides technical support to the U.S. Marine Corps operating forces, as well as other branches of the U.S. military.  The support center was first certified by HDI in 2004, and continues its efforts to improve the quality, effectiveness and efficiency of its services.  Our principal consultant, Paul M. Dooley, acted as the HDI Auditor for this re-certification period.

Feb 1, 2009 - Lake Forest, CA.  Optimal Connections (www.optimalconnections.com) has just launched a new series of Skills-Building training courses especially targeted for engineering and technical support personnel.  The "Effective Series" of courses are "bite-size", highly targeted 1/2 day training sessions specifically focused on building skills in certain much needed areas.  Available on-site or at our learning center in Irvine, California, the initial courses launched include "Effective Communications" and "Building Effective Teams".  Look for more courses coming soon!  For more information, visit http://www.optimalconnections.com/skills_building.htm

Jan 15, 2009 - HDI Middle-East-Africa (www.hdi-mea.com) has invited our principal consultant Paul M. Dooley to speak at the annual HDI-MEA Conference in Dubai.  The conference is scheduled to take place in Dubai, on May 10-14.  Paul will be delivering a pre-conference "Financial Workshop", plus delivering two presentations at the conference - "Building an Effective Web Portal: Keys to Success", and "Using Financial Tools for Effective Decision Making".  For more on the upcoming HDI-MEA conference, visit their main web site at http://www.hdi-mea.com/www/main_site/ 

Nov 5, 2008 - Tokyo, Japan.  Our President and Principal Consultant, Paul M. Dooley, delivered the keynote presentation at this year's HDI Japan conference.  The conference was held in Tokyo, Japan, on Oct 23-24, and was attended by several hundred people.  Activities included workshops on various topics, round-tables for interactive discussion, and networking opportunities.

Paul's presentation, on "Building a Web Support Portal: Keys to Success", was very well received.  For downloads of the presentation and handouts, please visit our Resources page:  http://www.optimalconnections.com/resources.htm

To see photos of the event, click here!

Sept 16, 2008 - Lake Forest, CA.  Optimal Connections (www.optimalconnections.com) Principal Consultant Paul M. Dooley has completed EXIN exams for the ITIL Intermediate Level Certifications:

bullet Intermediate Lifecycle Streams:   Service Transition (ST); Service Operation (SO)
bullet Intermediate Capability Stream:   Operational Support & Analysis (OSA);  
Release, Control & Validation (RCV)

Look for Paul to be teaching these upcoming ITIL V3 Intermediate Level courses soon!  And for more information on the ITIL V3 Certification Scheme please visit http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp

August 11, 2008 - Lake Forest, CA.  Optimal Connections (www.optimalconnections.com) President and Principal Consultant, Paul M. Dooley, will be speaking at the HDI Japan annual conference in October.  Paul will be a keynote speaker, on the topic "Building a Web Self-Service Portal:  Keys to Success".  For more information, please visit http://www.hdi-japan.com/

July 22, 2008 - Lake Forest, CA.  Optimal Connections (www.optimalconnections.com) President and Principal Consultant, Paul M. Dooley, is now a Certified ITpreneurs Trainer.  ITpreneurs is is the global leader in the design and provision of competence building solutions for IT service management and IT governance best practices. ITpreneurs offers the most comprehensive portfolio of IT Best Practices and Governance training products and exam preparation material in ITIL, COBIT and ISO/IEC 20000 frameworks. ITpreneurs training products are available in eight different languages as E-Learning courses on ITpreneurs Campus, or as classroom and blended E-Learning + classroom trainings, offered through a global network of certified delivery partners.  For more information on ITpreneurs visit http://www.itpreneurs.com/

June 27, 2008 - Lake Forest, CA.  Optimal Connections (www.optimalconnections.com) has entered into a partnership agreement with Nouri Associates Nouri Associates, Inc. (NAI) is an international Information Technology Management Consulting, Training, benchmarking and solutions firm founded in 2001. We have a proven track record of successfully serving our clients in IT Management Consulting and ITSM Solution Delivery.  NAI is comprised of a team of highly qualified consultants and educators. Paul M. Dooley, Optimal Connections Principal Consultant and Trainer, will deliver in partnership with NAI the ITIL Foundations courses, Intermediate courses, and will participate in consulting engagements.

May 13, 2008 -
Lake Forest, CA.  Optimal Connections (www.optimalconnections.com) President and Principal Consultant, Paul M. Dooley, will be presenting at the upcoming  itSMF USA "Fusion 2008" Conference in San Francisco.  The conference is slated to take place Sept 7-10, in San Francisco California.  Paul will be presenting on "Building a Web Self-Service Portal:  Keys to Success", on Sept 9, at 4:30-5:30 PM.  Don't miss this important industry event, and Paul's presentation!  For more information, and to register, go to: http://www.itsmfusion.com/program.aspx.

April 7, 2008 - Portland, OR - Optimal Connections (www.optimalconnections.com) President and Principal Consultant, Paul M. Dooley, will be teaching Two Support Center Analyst classes to the service desk personnel at Providence Health Services (http://www.providence.org), Portland, Oregon.

Mar 7-12, 2008 - Dallas, Texas - The ITIL class and other sessions went extremely well at the recent HDI (www.thinkhdi.com) conference in Dallas, Texas.  Optimal Connections President and Principal Consultant, Paul M. Dooley, presented a three day ITIL V3 course to about 22 students, which was received very well.  In addition, Paul presented two jam packed sessions on popular topics:

"Building a Web Self-Service Portal:  Keys to Success"
"Easy to Use Financial Tools for Effective Decision Making"

Both sessions were standing room only, with plenty of interest in the handouts and presentation material.  For downloads of the slides on these two sessions, plus the handouts, please visit our Resources page at http://www.optimalconnections.com/resources.htm.  Thanks to all who made these vents such a success!

Jan 15, 2007 - Lake Forest, CA.  Optimal Connections (www.optimalconnections.com) President and Principal Consultant, Paul M. Dooley, will be teaching ITIL Foundations, and speaking during two workshops at the HDI Conference in Dallas.  Paul will be teaching ITIL Foundations from March 7-9 (for more information, see www.thinkhdi.com).  Paul will also be providing two workshops on the following topics:  "Building a Web Self-Service Portal:  Keys to Success", and "Easy to Use Financial Tools for Effective Decision Making".

Dec 12, 2007 - Colorado Springs, Colo.  HDI, (http://www.thinkhdi.com) the world's largest membership association for IT service and support professionals, has just published a Focus Book authored by Paul M. Dooley, our Founder and Principal Consultant.  The book, being mailed to HDI members and available as a download from their web site (www.thinkhdi.com) is entitled "Building a Web Self-Service Portal:  Keys to Success".  The book describes in detail how to design, develop, launch and maintain a successful web support portal.  Paul is going to speak on this topic at the spring 2008 HDI conference as well.

Nov 26, 2007 - Lake Forest, CA.  Optimal Connections, LLC (www.optimalconnections.com) has announced that it will be providing Support Center Analyst training to the California Dept of Forestry, now know as CalFire.  Paul M. Dooley, our lead instructor, will be delivering the SCA course at Cal Fire headquarters in Sacramento.  All of the front line IT support staff will be attending the HDI Support Center Analyst (SCA) course.

Nov 1, 2007 - Lake Forest, CA.  Optimal Connections, LLC (www.optimalconnections.com) has announced a full set of HDI and ITIL certification training courses for Q1, 2008.  Courses to be offered include Support Center Analyst (SCA), Support Center Team Lead (SCTL), Support Center Manager (SCM), and ITIL Foundations.  For more information on courses, and to check the Course Schedule, please visit our main Training Services page.

Sept 29, 2007 - Colorado Springs, Colo.  HDI, (http://www.thinkhdi.com) the world's largest membership association for IT service and support professionals and the premier certification body for the industry, announced that T-Systems (www.t-systems.com), has been awarded HDI's prestigious Support Center Certification.  During the month's leading up to the audit, HDI Auditor Paul M. Dooley assisted T-Systems staff with preparing for the audit, addressing various opportunities for improvement.  The result:  improved processes and operational effectiveness.  For more information on Optimal Connection's HDI Support Center Certification Services, please visit http://www.optimalconnections.com/help_desk.php. Or visit HDI's Support Center Certification web page.

May 11, 2007 - Colorado Springs, Colo.  HDI, (http://www.thinkhdi.com) the world's largest membership association for IT service and support professionals and the premier certification body for the industry, has awarded HDI's prestigious Support Center Certification to Saudi Basic Industries Corporation (SABIC - www.sabic.com).  HDI Certification has helped the center optimize its support center facilities, improve performance, and raise employee and customer satisfaction in the process.  The center has also received valuable advice concerning further opportunities for improvement.  Paul M. Dooley, our Principal Consultant, acted as the HDI Auditor.  For more information on Optimal Connection's HDI Support Center Certification Services, please visit our HDI Support Center Certification page.

May 8, 2007 - Stockholm, Sweden - Support Services Institute (www.supportinst.com), a leading provider of help desk and customer support training services in Sweden and Finland, has retained Optimal Connections, LLC to deliver two HDI Support Center Analyst (SCA) classes this June in Europe.  Paul Dooley, Optimal Connection's lead consultant and a Certified HDI Instructor, will be teaching the classes.  The first class will be held in Helsinki, Finland, on June 11-12. Immediately following will be a second SCA class, held in Stockholm, Sweden, on June 13-14. For more information, or to register, please contact SSI at www.supportinst.com.

Colorado Springs, Colo. – May 8, 2007 – HDI, (http://www.thinkhdi.com) the world's largest membership association for IT service and support professionals and the premier certification body for the industry, today announced an agreement with Microsoft Corp. that recognizes HDI Support Center Analyst Certification along with Microsoft Certified IT Professional (MCITP) Certification as a new generation of Microsoft certification.  To read more:  http://www.thinkhdi.com/Microsoft/.

April 15, 2007 - Milwaukee, WI - ARI Network Services, Inc. (www.arinet.com), a leading provider of electronic parts catalogs and related technology and services to increase sales and profits for dealers, distributors and manufacturers in the manufactured equipment markets, has selected Optimal Connections to perform an on-site Support Center Assessment of their help desk operations.  Paul M. Dooley, President and Principal Consultant at Optimal, will be conducting the 2 day on-site assessment May 10-11, 2007.  A comprehensive report and presentation, complete with findings, recommendations, and a best-practices roadmap, will be delivered to the client.  Visit our Support Center Assessments (SCA) Services page for more information.

Mar 12, 2007 - Auburn Hills, MI - Paul M. Dooley, or Optimal Connections, LLC (www.optimalconnections.com) has been selected by T-Systems (http://www.t-systemsus.com) as their HDI Auditor.  T-Systems, originally audited by HDI in 2003, is renewing their HDI Support Center Certification status as a best-in-class customer support center.  The audit is being conducted March 12-14, 2007, and results are expected from HDI within the next 30 days.  For more about HDI's Support Center Certification program, please visit www.thinkhdi.com.

Feb 26-28, 2007 - Saudi Arabia.  Paul M. Dooley, or Optimal Connections, LLC (www.optimalconnections.com) has delivered two Customer Support Specialist (CSS) classes for HDI-MEA at a key customer site in Saudi Arabia.  The customer, SABIC (http://www.sabic.com), is the Saudi Basic Industries Corporation, one of the world’s leading manufacturers of chemicals, fertilizers, plastics and metals.  The classes were composed of 24 students, all technical support people of various specialties.  Class reviews received were excellent.

Feb 8, 2007 - Irvine, CA - Optimal Connections, LLC (www.optimalconnections.com) announced today that it will be offering Support Center Assessment (SCA) Services to internal help desks and service desks, as well as external support centers.  The Support Center Assessment (SCA) service is a set price, 2 day on-site engagement that provides a support center with a professional, 3rd party assessment of its support capabilities.  The standards used as a benchmark are the HDI Support Center Certification standards.  Strengths, weaknesses, and opportunities for improvement are identified, as well as a "roadmap" to eventual HDI Support Center Certification.  For more information see http://www.optimalconnections.com/SCA_Services.php.

Jan 23, 2007 - Irvine, CA - Optimal Connections, LLC (www.optimalconnections.com) announced today that it will be offering ITIL Foundations training.  Teaching the periodic 2.5 day course offering will be Paul Dooley, President and Principal Consultant at Optimal Connections.  With 30 years of IT and service/support experience, as well as ITIL Foundations and Practitioner Certifications, Paul is well qualified to teach this basic ITIL Foundation course.  The ITIL Foundations Certification course is designed for all IT service and support staff members. Whether you are just adopting ITIL or are working on continuous service improvement, you will gain a fundamental understanding of how IT service and support can be best organized to align IT with business needs, improve service quality, and reduce long-term costs. A 1-hour proctored ITIL Foundations Certification exam is conducted on the last day.  For more information on the next ITIL Foundations class scheduled, please visit our Course Schedule.

October 26, 2006Colorado Springs, Colo.  HDI, (http://www.thinkhdi.com) the world's largest membership association for IT service and support professionals and the premier certification body for the industry, has published an Optimal Connections White Paper to all its 5,500 members worldwide.  The White Paper - "HDI Support Center Certification - A Pragmatic Approach to Verifying Core ITIL Process Maturity", by Paul Dooley, provides insight to how the HDI SCC program acts as a valuable, objective, cost-effective way of laying down foundational processes for IT Service Management core processes—Service Support and Service Delivery—and assessing to what extent organizations have implemented core ITIL Service Management processes. Visit HDI's White Papers to get the final version,  or get the copy locally: Download the White Paper.

Sept 6, 2006 - Washington, D.C.  HDI, (http://www.thinkhdi.com) the world's largest membership association for IT service and support professionals and the premier certification body for the industry, announced that the Technical Service Center of the National Help Desk, Customs and Border Protection (CBP), Department of Homeland Security, has been awarded HDI's prestigious Support Center Certification.  SCC Certification has helped the center optimize its support operations, improve productivity, and raise employee and customer satisfaction.  The center has also received valuable advice concerning further opportunities for improvement.  Paul M. Dooley, our Principal Consultant, acted as the HDI Auditor.  For more information on Optimal Connection's HDI Support Center Certification Services, please visit http://www.optimalconnections.com/help_desk.php. Or visit HDI's Support Center Certification web page

August 7, 2006Colorado Springs, Colo.  HDI, (http://www.thinkhdi.com) the world's largest membership association for IT service and support professionals and the premier certification body for the industry, announced today an agreement with Zavata, Inc., a provider of healthcare business process outsourcing (BPO) services and technical help desk outsourcing and certification services. The agreement grants HDI exclusive license for the education and certification curriculum, online knowledge base and Mindshare resources of STI Knowledge, a division of Zavata.

The combination of expertise from HDI and STI Knowledge will result in the industry’s largest centralized repository for IT service and support best practices, industry benchmarks, training and certification. HDI will incorporate the best practices of both companies by creating a combined curriculum utilizing HDI’s open standards and the STI best practices.  In connection with HDI's expanded training and certification capabilities, Optimal Connections is happy to announce that Paul Dooley has been named as one of the select HDI Certified Instructors with the expanded training organization.

July 20, 2006 - Lake Forest, CA - HDI, the world's largest membership association for IT service and support professionals (www.thinkhdi.com) has selected Optimal Connections to provide a series of service and support training classes to the personnel of the State of Oregon.  Thus far, several Help Desk Analyst classes have been delivered in Salem, Oregon, receiving excellent reviews.

June 6, 2006 - Lake Forest, CA.  Optimal Connections, LLC (www.optimalconnections.com) announced today that its President, Paul M. Dooley, has been selected as the HDI Auditor for HDI re-certification of the  Marine Corps  MCTSSA C4I Support Center (www.mctssa.usmc.mil). MCTSSA, a subordinate command of the Marine Corps System Command, Quantico, VA, is the USMC Center for C4I Interoperability and Integration. They provide technical support to Marine Corps Program Managers in acquiring, developing, testing, fielding, and maintaining C4ISR systems, in addition to technical support to Marine Corps Operating Forces for C4ISR systems.

April, 15, 2006 - Colorado Springs, CO.  HDI, the world's largest membership association for IT service and support professionals (www.thinkhdi.com) has awarded HDI's prestigious Support Center Certification (SCC) to the first two of eight QAD Support Center locations:  QAD Mt. Laurel, and QAD UK.  Additional sites that are in the process of being re-certified include the Netherlands, Spain, Mexico, Brazil, Hong Kong and Australia.  QAD, Inc. (www.qad.com) is a leading supplier of ERP and supply chain applications.  For more on their support operations, please visit http://support.qad.com.

Feb 11, 2006 - Lake Forest, CA.  Optimal Connections, LLC (www.optimalconnections.com) announced today that its President, Paul M. Dooley, has been selected to teach the new Support Center Team Lead (SCTL) class being offered for the first time at the upcoming HDI Annual Conference in Nashville, TN.  The Support Center Team Lead (SCTL) Certification is designed specifically for support center analysts, team leads, and supervisors that require fundamental management and leadership skills due to current or future increased responsibilities. This skills building and certification course focuses on best practices for support center operations and how to effectively coach and lead a team. The accompanying two-day course will prepare current and future team leaders for excellence in their changing roles and assist them in preparing for the HDI SCTL Certification examination.

Jan 28, 2006 - Lake Forest, CA.  Optimal Connections, LLC (www.optimalconnections.com) has been selected to participate in a special Support Center Certification workshop at the upcoming HDI Annual Conference (www.thinkhdi.com).  This special session, scheduled for March 21st at 10:45 AM, will feature a presentation on HDI's Support Center Certification (SCC) program, plus a panel discussion following to discuss the benefits and Return on Investment (ROI) of the program.  For more information visit http://www.thinkhdi.com/HDI2006/session.aspx?SessionID=699.

Sept 15, 2005 - Lake Forest, CA.  Optimal Connections, LLC (www.optimalconnections.com) has been selected by the National Help Desk, Customs and Boarder Patrol (CBP), Department of Homeland Security (DHS), to provide Support Center Assessment and HDI Support Center Certification Services.  The Assessment Services will deliver valuable information concerning further opportunities for improvement in their support center, leading to eventual achievement of HDI Support Center Certification (SCC).  Paul M. Dooley, our Principal Consultant, will be acting as the HDI Auditor.  For more information on Optimal Connection's HDI Support Center Certification Services, please visit http://www.optimalconnections.com/help_desk.php. Or visit HDI's Support Center Certification web page at http://www.thinkhdi.com/certification/siteCertification/.

Sept 12, 2005 - Colorado Springs, CO.  Paul M. Dooley, President and Principal Consultant at Optimal Connections, LLC (www.optimalconnections.com) has been selected  by the Help Desk Institute (HDI) (www.thinkhdi.com) to lead an industry team to update the HDI Customer Support Specialist (CSS) and Help Desk Analyst (HDA) Standards.  These Standards represent "best practices" in help desk and customer support, and serve as the foundation for HDI Certification Training Courses.  The updated Standards are expected to be released in early 2006, with updated HDI Certification Training courses following.  For more on HDI Training from Optimal Connections, please visit our web page at http://www.optimalconnections.com/HDI_training.php.

August 15, 2005 - QAD, Inc. (www.qad.com), a leading supplier of ERP and supply chain applications, has selected Optimal Connections, LLC to assist in the achievement of Global HDI Support Center Re-Certification.  QAD was initially certified to HDI SCC standards 2 years ago, and is now embarking on global HDI re-certification for all of its support centers around the world.  The primary center in Mt. Laurel, New Jersey, will be the first site to re-certify, followed by seven satellite support centers around the globe - the UK, Netherlands, Spain, Hong Kong, Australia, Mexico, and Brazil.

June 20, 2005 - Lake Forest, CA.  Optimal Connections, LLC (www.optimalconnections.com) announced today that its President, Paul M. Dooley, has been elected President of the Help Desk Institute, Orange County Chapter (OCHDI).  In this capacity, Paul will  provide leadership and direction to HDI's local chapter in Orange County.  OCHDI is a connection point for help desk and support center professionals in Orange County, proving training opportunities, networking, special events, and informative monthly chapter meetings.  Visit OCHDI at www.hdioc.org.

May 15, 2005 - Colorado Springs, CO.  The Help Desk Institute (HDI) (www.thinkhdi.com), the world's largest membership association for IT service and support professionals and the premier certification body for the industry, has elected Paul Dooley, Principal at Optimal Connections, LLC, to serve on its International Standards Certification Committee for 2005.  In this capacity, Paul will be a member of an international team that will be reviewing and making updates to two sets of HDI Certification Standards:  1) the Customer Support Specialist Standards, and 2) the Help Desk Analyst Standards. 

April 27, 2005 - Irvine, CA.  Optimal Connections, LLC has been selected to provide the California Franchise Tax Board (FTB) with a series of HDI Help Desk Analyst Boot Camp Training Courses for their support center personnel.  The courses will be held during the month of June, 2005, in Sacramento, California.  The training courses will provide FTB support center personnel with skills needed to provide the highest levels of customer service and support. In addition, the courses will present best practices in terms of support center processes, procedures, and basic tools and technologies.  Read more about HDI's Help Desk Analyst Boot Camp training.

Feb 1 - Lake Forest, CA.  Optimal Connections, LLC (www.optimalconnections.com) announced today that its President, Paul M. Dooley, will be speaking at the upcoming Help Desk Institute (HDI) Annual Conference in Las Vegas, March 6-10.  Paul will be featured in Workshop #406, "How to Market the Value of Your Support".  This session will be held on Wednesday, March 9, from 11:30 AM - 12:30 PM.  The presentation will focus on strategies and tactics that make for successful support marketing.  Key elements will include what makes up a support business plan, how to develop a good support marketing plan, how to develop key messages and value propositions, a review essential marketing collateral, and crucial marketing communication vehicles.  For more information please visit the HDI Conference program guide, Session #406, at www.thinkhdi.com.

Jan 12 - Colorado Springs, CO.  HDI (www.thinkhdi.com), the world's largest membership association for IT service and support professionals and the premier certification body for the industry, announced today that the Marine Corps MCTSSA C4I Support Center (www.mctssa.usmc.mil) has been awarded HDI's Support Center Certification.  Paul, HDI Certified Auditor, assisted MCTSSA with planning and preparations leading up to and including the audit.  MCTSSA, a subordinate command of the Marine Corps System Command, Quantico, VA, is the USMC Center for C4I Interoperability and Integration. They provide technical support to Marine Corps Program Managers in acquiring, developing, testing, fielding, and maintaining C4ISR systems, in addition to technical support to Marine Corps Operating Forces for C4ISR systems. The MCTSSA provides technical support for system engineering and integration through a Systems Engineering Environment.

Sept 21 - Colorado Springs, CO.  HDI (www.thinkhdi.com), the world's largest membership association for IT service and support professionals and the premier certification body for the industry, today announced the new members of its Support Center Certification (SCC) Standards Committee. Included among this group is Paul Dooley, Optimal Connection's President and Principal Consultant.  This volunteer committee sets the standards that support centers must adhere to in order to be HDI Certified for demonstrated service excellence, adherence to industry best practices and commitment to quality.  For more information, download the full press release.

Sept 10 - Irvine, CA.  Optimal Connections, LLC (www.optimalconnections.com) announced today the release of its series of HDI Certification Courses.  HDI, the world's largest membership association for IT service and support professionals and the premier certification body for the industry, provides individual as well as support center certification courses and standards.  With this announcement, Optimal Connections, LLC adds individual certification training to its array of help desk and support center service offerings.

August 2, 2004 - Camp Pendleton, CA.  The Marine Corps Tactical System Support Activity (MCTSSA), (www.mctssa.usmc.mil) has selected Optimal Connections, LLC as its HDI Auditor in connection with its goal of achieving HDI Support Center Certification.  Paul Dooley, Principal of Optimal Connections, will be assisting MCTSSA in reaching its goal by providing advice, supporting consulting services, and as on-site HDI Auditor.  The Marine Corps Tactical Systems Support Activity (MCTSSA) overlooks the bluffs of the Pacific Ocean, and is a key support and integration center for the United States Marine Corps.  A component of MARCORSYSCOM, located in Quantico, VA., MCTSSA's mission is to validate and verify the integration and interoperability of various Marine Corps military support systems.   MCTSSA also supports other Services, Agencies, and Government organizations.

July 29, 2004 - Lake Forest, CA.  We are proud to announce that Optimal Connections, LLC has been added to the Government's Central Contractor Registration (CCR) database (www.ccr.gov).  The Central Contractor Registration (CCR) is the primary vendor database for the U.S. Federal Government.  The CCR collects, validates, stores and disseminates data in support of government agency acquisition missions. 

May 24, 2004 - Charlotte, NC.  QAD, Inc. (www.qad.com), a leading supplier of ERP and supply chain applications, has just issued a press release announcing that three of its major support centers have achieved HDI Support Center Certification.  Click here to review the press release.

March 5, 2004 - Colorado Springs, CO.  The Help Desk Institute (www.thinkhdi.com), has announced that QAD, a leader in ERP and supply chain applications, has just achieved HDI's Support Center Certification for three of its global support centers - Mt. Laurel, Sydney and Barcelona.  This completes "Phase 1" of QAD's global support center certification.

January 29, 2004 - Colorado Springs, CO.  QAD, Inc. (www.qad.com), a leading supplier of ERP and supply chain applications, has just achieved HDI's Support Center Certification for its Mt. Laurel support center.  Optimal Connections has been working with QAD to review and assess each of their support centers around the globe, identifying areas of improvement and strengthening global consistency.  We are proud to announce along with HDI that the Mt. Laurel center has just achieved HDI's Support Center Certification

January 20, 2004 - Irvine, CA.  Optimal Connections, LLC, has just completed an International Survey for the Irvine Chamber of Commerce (www.irvinechamber.com).  Optimal Connections surveyed over 1000 member and non-members to determine their participation and interest in international business.  Results of the survey are being used by the chamber to plan upcoming ICC International Committee 2004 activities.

August 20, 2003 - Seattle, WA.  Northwest Hospital and Medical Center (www.nwhospital.org), has selected Optimal Connections to provide help desk consulting services, including designing an deploying a comprehensive help desk customer satisfaction survey.

July 10, 2003 - Carpinteria, CA.  QAD, Inc. (www.qad.com) a leading supplier of ERP and supply chain applications, has selected Optimal Connections to perform support center assessments of its key global support centers, in preparation for attaining the Help Desk Institute's Support Center Certification.  Support centers to be reviewed and audited include Mt. Laurel New Jersey, Brierley Hill UK, Schiphol Netherlands, Barcelona Spain, Hong Kong, Mexico and Sydney Australia. The project is currently underway, and is expected to complete in the November 2003 timeframe.

June 12, 2003 - Orange County, CA.  We are pleased to announce that one of Principals, Paul M. Dooley, has been named VP of Communications for the Orange County Help Desk Institute.  OCHDI is one of the over 50  chapters of Help Desk Institute (HDI).  HDI offers a variety of services to meet the evolving needs of the support professional, including training classes, certification programs conferences, publications, local chapter meetings and other membership benefits.  Becoming an HDI member is a cost-effective way to keep up-to-date on the latest innovations in the industry.

May 1, 2003 - Irvine, CA. The Irvine Chamber of Commerce (www.irvinechamber.com), a leading chamber of commerce in Southern California, if not in the state and nation, has received the results of its annual membership survey from Optimal Connections. Said Jacquie Ellis, CEO of the Irvine Chamber: "You gave the Chamber excellent customer service and we really appreciate that. I know that we are going to be able to use the vital information that this survey has provided us."

Feb 5, 2003 - Lake Forest, CA. Optimal Connections, LLC enrolls in the Service Provider Network, a support industry clearinghouse formed by the Help Desk Institute (HDI) that matches the consulting, staffing and training needs of help desk professionals to qualified service providers.

Jan 27, 2003 - Lake Forest, CA. Optimal Connections, LLC completes training and receives authorization by the Help Desk Institute (HDI) as an authorized Auditor for it's Support Center Certification (SCC) program.

Jan 13, 2003 - Irvine, CA. Optimal Connections, LLC completes a global web-based survey of Vision Solutions customers and business partners. Receiving comprehensive results concerning customer and business partner opinions and intentions, Vision Solutions expects to leverage results to further optimize its operations and customer relationships.

Nov 14, 2002 - San Diego, CA. Kore Technologies engaged Optimal Connections, LLC for a survey of customers worldwide, benefiting from outstanding results.  Kore will be able to further optimize specific areas of their business, and better assist clients with future purchase intentions.

For further details on these stories ...

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