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Get Certified!
HDI and ITIL Certification Training
Paul M. Dooley, MBA
IT Service Manager
ITIL V3 Expert
Hot Link
to
Course Schedule!
Listen to What Our Students Say!
"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
Kroll
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
"I plan to recommend this course to all of our Analysts
here at Fremont." William Torres, SCA Class, Fremont
Investment & Loan, March 2007
"Paul was very
knowledgeable and enthusiastic. He provided real world solutions to real
world problems by engaging each member of our class in discussions!" Mega
Perkins-Roush, SCA Class, San Diego - May 2007.
"Thank
you very much. Many of the policies and procedures 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, Arizona
August 2005
"Paul is a great instructor!"
Dee
Bowen, HDA Boot Camp, April 2005
"I thought 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
Get the
FREE White Paper from the HDI 2005 Annual Conference
"How to Market
the Value of Your Support
Center"
Download Now
Valuable
Articles!
on Service & Support,
Web Marketing and
Customer Satisfaction
Go to Resources >>
FREE
White Paper!
"7 Steps to Exceptional Customer Service"
Download Now
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Help Desk, IT and Support
Center Best-Practices
Help Desk 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 and 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 Training.
Whatever your goal,
we’ll
help your help or support center get to where you need to it be – so you can wow customers, exceed
expectations, and build that all important customer loyalty!
Help Desk, IT and Support
Center Services
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. 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 listed below.
Learn More >>
 | Customer Service Representative
(CSR) |
| Support Center Analyst (SCA) |
| Support Center Team Lead (SCTL) |
| Support Center Manager (SCM) |
 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 >>
| ITIL Executive Overview |
| ITIL Awareness Training |
| ITIL Foundations
Training |
| ITIL Intermediate Level
Training |
Targeted Half-day Help Desk Skills-Building Workshops
(New!)
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 are now offered to meet needs in specific areas,
including:
|
Effective Communications |
|
Building Effective Teams |
| Effective Conflict Resolution -
New! |
| Keys to Effective Stress
Management - New! |
More courses coming soon! Courses can
be delivered on-site, or at our training location.
Learn More >>
Support Center Assessment
 Need a professional 3rd party assessment of your Help 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 >>
 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. Engage us and watch us exceed
your expectations!
Learn More >>
Customer and Staff Satisfaction Surveys
Experience has shown us that
it's much easier to hit a target when you know what you're shooting for.
Use our customer and employee survey services to find out about how your
customers (or employees) feel about your organization, products and services. We
give you a complete, unbiased 3rd party expert view of strengths,
weaknesses, and opportunities for improvement. Then
you do the rest - fine-tune your products, service offerings, and your internal processes, to exceed those
customer and staff expectations!
Learn More >>
Need Help with Web Design,
Development and Search Engine Optimization Services?
For information on our web design,
development and search engine optimization services, please
visit
www.optimalwebmarketing.com.
Why Choose Us?
We are a small but very
formidable team of industry experts, with considerable
experience in support services strategy, development, and
delivery; support analyst skills and management training;
and survey services. 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 the
Help
Desk Institute (HDI),
IT Service Management Forum (itSMF),
HDI Orange County, the
Service
and Support Professionals Association (SSPA),
ITIM (IT Infrastructure Management Association), and the
Association
of Support Professionals (ASP).
We are proud members of...
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Stay up-to-date!
Read the
Optimal Connections
BLOG
Read the Blog Now >>
Meet me
at the
itSMF 2010
Annual Conference
Our
Principal, Paul Dooley, will be speaking on
"Transforming Resources: A Continual Learning Approach",
Monday, Sep
20
10-11 AM
For more info visit
program info at itSMF Fusion.
Just How Good
is Your Support Center? Find out now!
Schedule Your Support Center Assessment today!
Tell me more >>
Proven
ITIL
Expert Instruction
HDI Support
Center Auditor
Officer -
HDI
Orange County
Visit Our
EVENTS Page
to
View Photos of
Recent
Engagements!
HDI
International
Standards Committee
Member Since
2008
Global Knowledge
Instructor
ITIL Foundations
ITIL Intermediate Courses
Check our Schedule
for upcoming Courses!
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