Optimal Connections, LLC 

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HDI and ITIL Certification Training

Paul M. Dooley, MBA
IT Service Manager
ITIL V3 Expert

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Listen to What Our Students Say!

"I just wanted to thank you for taking the time to train us on ITIL concepts. We not only passed the test, but have gained a good understanding of the ITIL framework to apply and use in our department. We are actively working on getting a Service Catalog published so that our users know what we offer and have matching expectations.Hope to learn more from you in the future!"
Aisha Mir, Sr. Systems Administrator at Thales Avionics.  ITIL Foundation. May 2015.

"The class went extremely well. Paul is bright, knowledgeable, & competent. Paul kept it lively, never read from the slides (amazing!), provided good context & anecdotes, was able to answer questions very well. I’d eagerly take another course from Paul."
Jimmy May, MCM.  Microsoft, MSIT Principal Architect, Database.  ITIL Service Design.  March 2014

"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

"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

"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 Service Operations 2011

"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, SCTL, December 2009

"Just right speed and delivery.  Very knowledgeable instructor."
Gene Dodge
Support Center Mgr
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

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IT Service Management, Help Desk and Support Center Services

ITIL 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 andHelp Desk Training Solutions from Optimal Connections, LLC support, no one understands this better than the senior consultants at Optimal Connections. 

Need to boost help desk service quality through improved Support Center Analyst skills?  Or learn best-practices in support center management with HDI Support Center Manager Training? Perhaps you need a Support Center Assessment to get a professional assessment of your help desk 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 or Intermediate level Training.

Whatever your goal, we’ll help your IT organization and support center get to where you need to it be – so you can wow customers, exceed expectations, and build that all important customer loyalty!

Expert ITIL Certification Training

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 >>

bulletITIL Executive Overview
bulletITIL Awareness Training
bulletITIL Foundation Training
bulletITIL Intermediate Level Training - Lifecycle Courses
bulletITIL Intermediate Level Training - Capability Courses

HDI Support Center Analyst, Team Lead and Manager Training

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. Tier 1, 2, lead and manager training available! 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 include in-depth skills based training for customer care reps, support center analysts, team leaders, and support center/service desk managers.  Courses listed below.  Learn More >>

bulletCustomer Service Representative (CSR)
bulletSupport Center Analyst (SCA)
bulletSupport Center Team Lead (SCTL)
bulletSupport Center Manager (SCM)
bulletNEW Technical Support Professional (TSP) Certification - 

RESILIA Cyber Resilience Certification Training

RESILIA Cyber Resilience Training (coming soon!)
Optimal Connections, LLC has just been authorized by Axelos to deliver training on RESILIA Cyber Resilience.
The AXELOS RESILIA™ Cyber Resilience Best Practice is designed to help commercial and government organizations around the world prevent, detect and correct any impact cyber attacks will have on the information required to do business. RESILIA brings a common cyber resilience best practice for security, IT service management and business. Active cyber resilience is achieved through people, process and technology. Courses to be offered by end of 2015 include:

bulletRESILIA Foundation Certification Training
bulletRESILIA Practitioner Certification Training

Specialized Workshops for Teams

Targeted Half-day Help Desk Skills-Building Workshops
Don't have enough time to send your help desk or 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 enable you to get specific training to meet needs in specific areas, including:
bullet Effective Communications
bullet Building Effective Teams
bulletEffective Conflict Resolution
bulletKeys to Effective Stress Management

More courses coming soon!  Courses can be delivered on-site, or at our training location.  Learn More >>

For Online Self-Paced Training: "The IT Learning Connection"

Optimal Connections' IT Learning Connection web portal is your destination for easy, cost-effective, quality online learning for IT best-practices.  Our offerings at the IT Learning Connection complement our live instructor led training, and include ITIL, Cloud, Virtualization and COBIT courses.  Online courses are ideal for busy IT managers as well as operational IT staff. Courses are delivered on a 7 x 24 hour basis, on-line, right to your desk - eliminating travel costs, and enabling you to learn at you own convenient pace. Learn More at The IT Learning Connection >>

IT Help Desk and Support Center Assessments

Support Center Assessment
Need a professional 3rd party assessment of your IT Service 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. We provide specific recommendations for improvement, so you can get right to work addressing those areas that need attention most - boosting performance, lowering operational costs, and raising employee and customer satisfaction! 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 >>

IT Best-Practice Consulting Services

Help Desk and Support Center Consulting
Are there opportunities to increase the efficiency, effectiveness, and service quality in your help desk or  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. Whether it's a specific functional area you'd like us to examine, or a process area that you feel is under-performing, we have the expertise and experience to advise you need.  Engage us and watch us exceed your expectations! Learn More >>

So Why Choose Us?

We are a small but very formidable team of IT industry experts, with considerable experience in IT support services strategy; service design, transition, and operations;  IT support center analyst and management skills development; and IT service management best practices.   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 HDI (also know as the Help Desk Institute), IT Service Management Forum (itSMF), itSMF Los Angeles LIG, HDI Orange County, and the Association of Support Professionals (ASP).

We are proud members of:




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Want to Know About ITIL and

"The Intersection of DevOps and ITIL", published by Global Knowledge


Why a
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