Optimal Connections, LLC 

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HDI
Certified Instructor

 


itSMF Member
IT Service Manager
ITIL V3 Expert

 



HDI Support
Center Auditor
 



Officer - HDI Orange County

 


Member
Association of
Support Professionals

 

New Focus Book!

HDI has just published a new Focus Book authored by Paul M. Dooley:

 "Building a Web Support Portal: Keys to Success"

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 



About Us

Vision

Our vision is to be an innovative, quality provider of IT and support center training and consulting services

Mission

Our mission is to deliver quality, cost-effective IT best-practice training and consulting services to organizations that boost support center and IT performance, enable optimized connections with employees and customers, and result in a high return on investment.  We do this by providing:

bulletInformative and results-oriented IT and support center training services
bulletProfessional IT and support center assessments
bulletHDI support center audit services
bulletIT and support center consulting services

Service and Support Team

Paul M. Dooley, MBA
ITIL Service Manager and V3 Expert
President and Founder,
Principal Consultant 

With over 30 years of experience in the high technology and software development industry, Paul has held numerous positions in customer services, support and marketing.  Experience includes front line technical support (levels 1, 2 and 3), support team lead, international support manager, manager of service business development, marketing manager and director of solutions marketing.

Experience and expertise includes set up of support policies and procedures, support center consolidation, selection & development of Knowledge Management Systems, implementation of sophisticated Service Management Systems, support marketing strategy and collateral development, new service development and launch, and general service and support management.

Paul has held positions with leading high technology companies, notably Motorola, FileNET, and most recently with QAD, Inc.  Recent clients have included the California Franchise Tax Board (FTB), Oregon Software Association, MCTSSA (Marine Corps. Support Center), Department of Homeland Security (DHS) - National Help Desk, and many others (see our Testimonial page for recent quotes. Paul's background also includes:

bulletBoard Officer - Communications Chair of ITSMF LA Chapter.  Paul was previously the Membership Chair, and now holds the Communications Chair of the itSMF USA Los Angeles Local Interest Group (LIG).  He serves the LA ITSMF chapter by managing all itSMF LA communications, maintaining the itSMF LA LIG web site, social media sites, and acting as the itSMF LA Newsletter Editor.
 
bulletContributing member - Help Desk Institute (HDI).  Paul was a team leader in updating the HDI Support Center Certification (SCC) standards in 2004. In 2005, Paul also led the team to update the HDI Customer Support Specialist (CSS) and Help Desk Analyst (HDA) Standards. 
 
bulletPast President and Advisor to the Help Desk Institute (HDI), Orange County Chapter
Paul acts as Advisor to the local chapter of HDI, as well as Newsletter Editor.  For more information please visit the Orange County HDI web site at www.hdioc.org.

 
bulletCertified HDI Auditor.  Paul is one of the few individuals certified by HDI as a Support Center Auditor.  Recent organizations certified by HDI through Paul's efforts include Saudi Basic Industries (SABIC), T-Systems, The National Help Desk (U.S. Customs and Border Protection), MCTSSA (Marine Corps. Support Center), and QAD - HDI's first Global Support Center Certification. 
 
bulletAuthor of industry publications.  Paul has authored a number of articles and white papers, including "How to Market the Value of Your Support", "7 Steps to Exceptional Customer Service", and others.  His latest book, published through HDI in Dec. 2007, is entitled "Building a Web Support Portal: Keys to Success".  Recent articles in popular IT/support center publications include:
 
bullet"Three Must know Financial Tools for Effective Decision Making" - HDI Support World, Dec. 2016
bullet"You've Complete ITIL Foundation - Now How to Implement it" - Global Knowledge White Paper, Nov. 2016
bullet"ITIL 2015 and Beyond: Six Trends Driving the Increased Importance of the Service Desk" - Global Knowledge publication - Nov 2014
bullet "Welcome to Your New Career in Technical Service & Support" - SupportWorld - Sept/Oct 2010
bullet "Transforming Your People Resources: A Continual Learning Approach" - SupportWorld,
Nov/Dec 2010
bullet"Keys to an IT Best-Practice Reporting Framework" - SupportWorld - June/July 2012.  Also a downloadable White Paper from www.thinkhdi.com.
 
bulletRegular speaker at Industry Events.  Paul has been a featured speaker at industry and local service & support events:
 
bulletitSMF USA Los Angeles presentation, 2016- "Building a Knowledge Management Culture"
bulletCA ITSM Summit 2015, held as a global "Virtual Event" by CA.  Paul delivered a keynote presentation for itSMF USA entitled "ITIL 2015: Six Trends Driving Transformational Change in IT Best-Practices".  The presentation received great reviews, and scored a 4.7/5.0 in survey feedback!   
bulletSoTEC 2014 - Southern California Technology Conference: Panel Moderator "Continual Service Improvement"
bulletitSMF Los Angeles 2012 conference, Aug 3, 2012. 
bulletITSMF 2010 'Fusion' Conference in Louisville, Kentucky: "Transforming Resources: A Continual Learning Approach"
bullet ITSMF 2009 'Fusion' Conference: "Transitioning to a Knowledge-Powered Service Desk", part of "Track 3 - Service Operations with a Side of Change".
bulletHDI 2008 Conference, Dallas Texas:  "Building a Web Self-Service Portal-Keys to Success", and "Easy to Use Financial Tools for Effective Decision Making"
bulletITSMF 2008 'Fusion' Conference, San Francisco - Sept 2008 "Building a Web Self-Service Portal-Keys to Success".
bulletHDI's 2005 Conference in Las Vegas, presenting on two topics: "HDI's Support Center Certification (SCC) Program", and "How to Market the Value of Your Support".
bulletHDI 2006 Conference:  panel speaker on Support Center Certification

Paul also speaks regularly at local itSMF meetings, HDI local chapter meetings, and at related industry events.
 

bullet Education:  Paul hold's a Bachelors in International Relations (BA) from California State University in Fullerton, and a Masters of Business Administration (MBA) degree from National University, San Diego.
 
bullet ITIL V2 Certifications:  Paul has achieved a number of ITIL V2 certifications, including ITIL Foundations certification, ITIL Practitioner in Service Desk and Incident Management, and ITIL Service Manager
 
bullet ITIL V3 Certifications include: ITIL V3 Foundations, and ITIL Intermediate certifications in:
bullet Service Life-cycle Stream:  Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO), and Continual Service Improvement (CSI)
bullet Service Capability Stream:  Planning, Protection & Optimization (PPO); Release, Control and Validation (RC&V); and Operational Support and Analysis (OS&A)
 
bullet ITIL V3 Expert:  Advanced certification as an ITIL V3 Expert
 
bullet ITIL Training Certification:  Paul is a Certified ITpreneurs Trainer, and Optimal Connections, LLC is an ITpreneurs Partner. Paul is also a certified instructor for HDI, as well as for Phoenix TS, Fast Lane Training, and several other ATOs.
 
bullet ISO Certifications:  Information Security Foundation, based on ISO/IEC 27002
 
bullet HDI Certifications:  From the Help Desk Institute (HDI), certifications include Support Center Analyst (SCA), Support Center Team Lead (SCTL), Support Center Manager (SCM), Certified HDI Instructor, and Certified HDI Auditor of Help Desk and Customer Support Operations. The newest certification includes Technical Support Professional (TSP), a specialization for tier 2 and 3 support specialists. 
 
bulletRESILIA Foundation Certification:  Received the Foundation Certification for RESILIA in August 2015, in preparation for offering both in-person and online courses in RESILIA cyber resilience best-practices. For more information on RESILIA best-practices, please visit https://www.axelos.com/best-practice-solutions/resilia
 
bulletDevOps Fundamentals Certification:  Awarded 30 August 2016 a certification in DevOps Fundamentals from the DevOps Agile Skills Association (DASA), after reviewing course material and passing the certification exam.  Optimal Connections, LLC has been named a DASA Training Partner, and will be offering a certification training course in DevOps Fundamentals in Q4 of 2016.  Check our Services page and Training page for upcoming details.
 
bulletSECRET security clearance, December 2016 - U.S. Department of Defense.

Paul specializes in the following areas of service delivery: 

bulletHDI Certified Instructor Training classes - Support Center Analyst, Support Center Team Lead, Support Center Manager
bulletITIL Foundations Certification Training classes - public and on-site classes
bulletITIL Intermediate Certification Training classes - both Lifecycle and Capability courses
bulletRESILIA Certification Training - end user IT security training
bulletDevOps and Agile Skills Training, DevOps Fundamentals
bulletHelp Desk and Support Center Assessments - identifying opportunities for improvement
bulletHDI Support Center Certification Audits - Certified Auditor for HDI
bulletGeneral IT and Support Center Consulting Services

Tm Causgrove
Consultant, Service Management

With over 30 years of experience in the IT service and support business, Tim is able to draw on a wealth of technical and management experience to help you make your project or program a resounding success!  Tim's experience started in the early 80's as a programmer analyst, designing, developing, and supporting banking systems and application.  From there his career took him into consulting services with General Electric, and a an account manager working for Tentek.

Moving on to Disney, Tim managed a team that provided the financial systems design, development and support for Buena Vista Home Video. Under Tim's guidance, the department improved their reporting and data analytics capabilities, streamlined their processes, and improved time to market for new products and services.

A rare individual, Tim has both the technical background and skills to communicate and work effectively with developers; but also the high-level strategic insight and communication skills needed to communicate with and provide effective guidance to senior management.

Tim's background is comprised of:

bulletManagement Consultant - Effective Technology Consultants (ETC) - Tim provides consulting services on various projects for a leader in the retail consulting arena. The company specializes in supermarket, department, restaurant, chain drug, general merchandise, specialty, and mass retailing areas.
bulletIT Manager - Verizon Wireless - Held several IT management positions, including Unix systems and LAN./WAN support; systems planning; and manager of production systems program management; Chosen to spearhead development of newly created Production Services PMO team comprised of 16 program managers. Led joint venture project to completion on time and within budget requiring integration between Vodafone, Bell Atlantic, GTE and PrimeCo.
bulletIT Manager - Buena Vista Home Video - Managed talented staff of 30 employees charged with managing Financial Systems Department providing IT support for Accounting, Strategic Planning, and Finance Departments. Used valuable insight at Disney-BVHD to enhance product analytics as well as assist with the improvement of time to market for this retail based firm.
bulletAccount Manager - Tentek - Managed Consumer Finance team of 20 employees (plus consultants) chartered to manage 125 concurrent projects. In addition, conducted consultant marketing, interviews, placement, monitoring and direction. Conferred with Transamerica management team regarding staff management, direction and assignment as a senior management consultant,
bullet Senior Consultant at General Electric - Provided IT senior consulting services for companies such as Southern California Edison (1986 - 1987), Blue Cross Insurance (1987 - 1988), and Transamerica Financial (1988 - 1990).
bulletSenior Programmer/Analyst at Great Western Bank - successful completion of structured design, coding, implementation and documentation of a Financial Fixed Asset system. Additionally developed a Credit Card Tracking system from analysis through implementation. Provided system troubleshooting land support. 

Tim earned his bachelor's degree in Business from California State University, Northridge.

Tim specializes in the following areas of service delivery: 

bulletConsulting services required for strategic and tactical planning of IT Service Management improvement projects
bulletCarrying out project management of various IT service and support improvement activities
bulletConsulting services to help you grow your IT services management business
bulletSupport center leadership consulting and training

Rich Schiesser
ITSM/ITIL Consulting, ITIL Training

Infrastructure expert Rich Schiesser combines the experiences of a senior IT executive, professional educator, acclaimed author and highly regarded consultant in the service of numerous clients worldwide. During the past three decades, Rich has headed up major computer centers at firms as diverse as Hughes Aircraft Company, the City of Los Angeles, and Twentieth Century Fox.  For nearly ten years he managed the primary data center at Northrop Grumman Corporation, considered at the time to be one of the largest and most advanced computer facilities in the world. 

For the past several years, Rich has consulted on designing and implementing world-class infrastructures, organizational efficiencies and business continuity programs through his company, RWS Associates, Inc.  Among his numerous clients include Best Western, The Weather Channel, Emory Air Freight, Amazon.com, DirecTV, Las Vegas Police, Option One Mortgage, Lionsgate Entertainment and St. Joseph Health Systems.

bulletAs an accredited ITIL Expert and Trainer, Rich has certified over 2200 IT professionals at all levels of ITIL.
 
bulletRich has also consulted at a variety of colleges including Corinthian Colleges, Victor Valley College, Pasadena City College, University of Montana and Purdue University.  He has taught a variety of IT classes at California State University, Los Angeles (CSULA), the University of California at Los Angels (UCLA) and the University of Phoenix. 
 
bulletIn addition to writing the first and second editions of the best-selling book IT Systems Management, Rich also co-authored the best-selling book IT Production Services.  He has also written over 200 articles on IT management for leading trade journals and websites, including InformIT.com.

Rich holds a Bachelor of Science degree from Purdue University, a Master of Science degree from the University of Southern California (USC) and has completed graduate work in business administration from UCLA. 

Rich specializes in the following areas of service delivery: 

bulletITIL Foundations Certification Training classes - public and on-site classes
bulletITIL Intermediate Certification Training classes - both Lifecycle and Capability courses
bulletGeneral IT Consulting Services - Business and IT service continuity management, infrastructure development

Ron Freedman
Technical Support Services

A principal consultant and partner in the company, Ron has over 25 years of experience in high technology service and support.  Ron is a seasoned customer service and support professional in the high tech large systems marketplace, with many years of experience with such firms as Lucent Technologies, Stratus Computer, and Prime Computer. Ron's most recent experience is with EMC, initially as a hands-on field support expert; and later, as an area manager and then regional customer service manager.  Like our other associates, Ron has an unusual mix of technical and management experience, bringing high value to any projects we consult on.

Rons skills cover a broad range, from supporting sophisticated hardware to large scale mission critical software systems.  And its not only the delivery of technical support Ron has become an expert at hes been responsible for maintaining high customer satisfaction and optimal customer relationships at some of the largest private and governmental organizations.

Ron's background includes experience in the following areas:

bulletYears of technical support experience with Lucent Technologies, Stratus Computer, and Prime Computer
bulletService and support management with EMC Corporation.  Ron's experience with this leading computer storage company includes years of experience as a field support technician, but also as an area and regional manager - demonstrating not only effective technical skills, but also considerable experience in IT service and support leadership and management. 

Certifications include:

bulletMicrosoft Network Specialist Certification, 1999
bulletCertified for all Microsoft OS networking, protocols, and network configurations
bulletCertified DNCP Engineer Lucent Technologies
bulletSearch Engine Marketing certification - 2004

Ron specializes in the following areas of service delivery: 

bulletGeneral Technical Support Services
bulletSearch Engine Marketing Consulting
bulletSearch Engine Optimization Services
bulletField support workshops and training

Industry Organizations

Service and Support Industry associations we're a member of include the Help Desk Institute (HDI), the Association of Support ProfessionalsIT Service Management Forum (itSMF),itSMF Los Angeles LIG, DevOps Agile Skills Association (DASA), and HDI Orange County,