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Certified Instructor
for the
Help Desk Institute (HDI)


Optimal Connections assisted

Help Desk, Dept. of Homeland Security
to achieve HDI Support Center Certification!



HDI Certified
Support Center Auditor


Marine Corps
  renews HDI Support Center Certification


Paul M. Dooley
itSMF - IT Service
Management Forum

ITIL Foundations Certified
ITIL Practitioner Certified
ITIL Intermediate Level
ITIL V3 Expert


Help Desk Institute
Orange County



Association of Support Professionals


Board Member
iSMF Los Angeles
Education Chair

Support Center Assessments and Audits

Support Center Assessments and HDI SCC Audits performed by
Optimal Connections, LLC

Paul M. Dooley, Optimal Connections principal consultant, has performed a number of IT/support center assessments  and HDI SCC projects since the company’s founding in 2002.  Notable engagements include:

Support Center Assessments


Global Support Center Assessment – 2005-2006.  QAD (www.qad.com), a leading provide of ERP and supply chain software to manufacturers world-wide, selected Optimal Connections to performed Support Center Assessments prior to engaging in the HDI Support Center Certification program. Optimal Connections conducted Support Center Assessments for eight major QAD support centers around the world, resulting in specific roadmaps for each to prepare for eventual HDI Support Center Certification audit. All eight centers accomplished HDI SCC re-certification again in 2006!


Customer Support Center Assessment - 2007.  ARI Network Services, Inc., a leading provider of electronic parts catalogs and related technology and services, chose Optimal Connection's Support Center Assessment Services for a professional assessment of their support center operations. A comprehensive on-site assessment was performed, resulting in a comprehensive report and presentation. Specific recommendations were delivered pertaining to a number of operations, resulting in a detailed roadmap for support center improvement and optimization.

New York Life

NYC Support Center Assessment - 2009.  Founded in 1845 and headquartered in New York City, New York Life Insurance Company is a Fortune 100 company and the oldest and one of the largest mutual life insurance companies in America. New York Life maintains operations in all 50 states, as well as Mexico and Taiwan, through a network of more than 17,000 agents and more than 10,000 employees.

In summer of 2009, New York Life engaged Optimal Connections to perform an on-site assessment of it central agent support center in New Your City.  A preliminary survey of support center management and staff was conducted to prepare for the visit, and the visit was conducted on-site for a period of 3 days.  Interviews were performed, observations made, and support documentation was examined.  A completed report of findings and recommendations was delivered, along with a prioritized list of potential support center improvements.  The customer immediate began implementing some improvements, especially in the area of scheduling and optimizing the use of resources.  Costs have been reduced, and performance has significantly improved. 

Forest City

Support Center Assessment – 2009. Forest City Enterprises, Inc is a NYSE-listed national real estate company with $10.5 billion* in total assets. The Company is principally engaged in the ownership, development, management and acquisition of commercial and residential real estate and land throughout the United States. Founded in 1920 and based in Cleveland, Ohio, Forest City’s diverse portfolio includes hundreds of premier properties located throughout the United States. 

Optimal Connections principal consultant, Paul M. Dooley, was engaged by HDI to do a professional 3rd party assessment of their internal IT support center, located in Cleveland at their corporate headquarters.  Of particular focus was their central help desk, serving corporate customers and field operations.  An on-site assessment was conducted in Nov. of 2009, consisting of interviews, observations, and a review of documentation.  A detailed report was provided to the CIO and top IT management, outlining gaps and opportunities for improvement.  A number of improvements to support center operations have already been made, improving the call handing process, building teamwork, and streamlining operations.


Assessment of primary IT Support Center - 2010.  Yahoo! Is a leading web portal, famous world-wide for its email services, financial web services, and other means of connecting people through the web.  HDI engages Paul M. Dooley, our lead consultant, to conduct a support center maturity assessment at Yahoo’s corporate center in Santa Clara in 2010.  A preliminary survey was conducted to prepare for the on-site assessment.  The assessment was performed on-site from July 19-23rd, 2010, and afterwards a comprehesive4 report was compiled for Yahoo’s support center management. 

A presentation was also delivered to Yahoo’s management over the web, explaining details in the report, and providing guidance on how to fashion a ‘roadmap’ for improvement.  Yahoo! has implemented numerous recommendations, streamlining processes, and improving effectiveness and efficiency in their Global Service Desk operations.

Waste Management

IT Support Center Assessment – Dec 2010.  Waste Management partners with customers and communities to manage and reduce waste from collection to disposal while recovering valuable resources and creating clean, renewable energy.  Waste Management, Inc. is a holding company and all operations are conducted by its subsidiaries.  Subsidiaries provide collection, transfer, recycling, and disposal services. With 45,000 employees committed to Environmental Performance, WM serves over 20 million residential, industrial, municipal and commercial customers.

Optimal Connections’ lead consultant, Paul M. Dooley, was contracted by HDI to perform a support center assessment of Waste Management’s internal IT support center.  The assessment was conducted on-site in Nov-Dec 0f 2010, spanning a period of 5 days.  A detailed report of findings and recommendations, along with a presentation, was delivered to Waste Management IT management.  A number of improvements were implemented, resulting in improved performance, lower operational costs, and improved effectiveness.

WASP Barcode Technologies

Customer Support Center Assessment, Dec 2010.  Wasp Barcode manufactures barcode software and solutions. Solutions include barcode scanners, barcode printers, inventory software, asset tracking, time and attendance systems, Point of Sale (POS) Systems and a range of barcode labels and barcode accessories. For over 13 years, Wasp has developed a loyal base of 250,000 customers in manufacturing, warehousing & distribution, retail, government, education as well as healthcare services.


Optimal Connections was engaged by WASP Barcode Technologies to do an assessment of their externally facing customer support center, and supporting technology and groups.  A survey, along with an on-site assessment, was performed in December of 2010.  A detailed report and presentation was delivered to the management team, along with a ‘roadmap’ for improvements.  The management team has implemented many of these improvements in service and support, resulting in lower costs, higher efficiency and greater customer satisfaction.


Assessment of IT support center, 2011.  Plantronics products are used by everyone from pilots, astronauts, and 911 emergency workers to 100% of the Fortune 100. From friends conversing across the globe, to mobile professionals doing business on the road, to contact centers and executive offices, Plantronics is the choice for everyone united by digital technology and the human need to communicate. 

In early 2011 on behalf of HDI, Paul M. Dooley, Optimal Connections principal consultant, performed a support center assessment of Plantronics central support center in Santa Cruz, California.  Interviews, observations, and support documentation were examined over the course of several days on site.  A detailed report was prepared and delivered to Plantronics IT management, and according to recent reports from key contacts, many improvements have already been undertaken.

Self Regional Health Care

Support center assessment, May 2011.  Self Regional is a major referral and medical center providing advanced healthcare services to a population of more than a quarter of a million people in the Lakelands region of upstate South Carolina. The organization wanted a professional, 3rd party assessment of its central help desk and supporting resources and capabilities.

Paul, our principal consultant, performed a pre-site survey to gather necessary planning information, and the on-site assessment was conducted on May 3-5, 2011.  Interviews, observations, and an examination of support documentation was performed.  A detailed report was delivered, resulting in the client developing a ‘roadmap’ for improvement. Optimal Connections was also retained for a period of months following the assessment to provide more specific guidance during execution of the improvement plan.

HDI Support Center Certifications

Optimal Connections principal consultant, Paul M. Dooley, has acted as the HDI Auditor in conducting the support center audit for the following organizations:


Certified 2003, 2005, 2007, 2009, and most recently in 2011. The Intergraph Solutions Center focuses on providing services that enable clients to make the right decisions at the right time using the right information. Organizations need total IT support, whether it’s 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 customer’s needs are different, and they satisfy those needs through a customer-centric approach. Paul M. Dooley acted as Auditor for Intergraph in 2009, and more recently in 2011.

Saudi Aramco

Certified 2007; Re-certified in 2009. 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.

T-Systems North America

Certified 2003; Recertified Sept 2007. T Systems North America, a regional division of T-Systems, is a worldwide operating ICT provider. T-Systems NA is wholly owned by Deutsche Telekom AG and operates throughout the Americas with headquarters in Auburn Hills, MI. T-Systems completed HDI SCC recertification in Sept 2007, with Paul M. Dooley as HDI Auditor. As Deutsche Telekom's business customer brand, T-Systems is the perfect expression of one of Europe’s leading ICT providers – its employees, its services and its aim to serve as "enabler" for its customers.

SABIC - Saudi Basic Industries Corporation

Certified May 2007, recertified in 2011. SABIC is the Saudi Basic Industries Corporation, one of the world’s leading manufacturers of chemicals, fertilizers, plastics and metals. SABIC supplies these materials to other companies, who use them to make the products on which the world has come to depend. SABIC selected Paul M. Dooley as their HDI SCC Auditor early in 2007, as they began finalizing work on preparations for the SCC audit. Paul conducted the on-site SCC Audit in Al-Jubail, Saudi Arabia, with HDI certification being awarded May 11, 2007. Paul also conducted the SCC re-certification audit in 2011.  Congratulations to the SABIC support team!

National Help Desk, Customs & Border Protection

Certified 2006. The National Help Desk (TSC) is the single point of contact for reporting systems problems for the Bureau of Customs and Border Protection (CBP), Department of Homeland Security, world-wide. As well as deploying and maintaining PC, wireless, and non-intrusive technology, the NHD provides 7 x 24 hour support to all Customs and Border Protection Agents, through service desk, desk-side, field support, and training services.

The National Help Desk support center manager was a student in one of Paul’s SCM classes, and recommended that the National Help Desk plan and prepare to achieve HDI’s SCC award.  Paul acted as the auditor, and the support center achieve HDI certification in 2006.

QAD Global Support Center

Certified in 2004, re-certified in 2006. QAD delivers enterprise software solutions around the world, providing support to customers in over 80 countries. Since customers rely on the software to run their business, it’s vital that QAD provide consistent, high quality support to their customers – wherever and whenever needed. To meet this challenge, QAD engaged the HDI Support Center Certification program in 2004 to assess and certify eight major support center around the world. All centers were re-audited and certified in 2006. Paul Dooley, our Principal Consultant, acted as Auditor in both instances.

Marine Corps MCTSSA Support Center

Certified 2004. Re-certified 2006, 2008 and 2010. The MCTSSA C4I Support Center completed HDI Support Center Certification this December. A subordinate command of the Marine Corps System Command, Quantico, VA, the center provides technical support to Marine Corps Program Managers in acquiring, developing, testing, fielding, and maintaining C4ISR systems, in addition to delivering technical support to Marine Corps Operating Forces.

Paul conducted in the initial audit in 2004, and has been the HDI SCC Auditor for the Marine Corps support center ever since. 

Are You Our Next Support Center Assessment Success Story?

all 1 (949) 305-3544, or email us to find out how we can help you!