Optimal Connections, LLC 

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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, Optimalís 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

Event Photos!

Dubai Chamber of Commerce Training - October, 2009

Requested by HDI Middle-East-Africa, Paul traveled to Dubai in October of 2009 to deliver two HDI Support Center Analyst (SCA) classes, as well as a Support Center Manager (SCM) class.  Over 40 Dubai Chamber of Commerce personnel were trained in HDI and industry best-practices, with the classes taking part in many fruitful discussions and practical exercises.

Below are some photos taken during the training sessions...

               Role play encounter during the SCM class                            More role play interaction among students

                             SCM class photo!                                                    Paul making a point during a discussion

                    Dubai Chamber is at the Left                                         Standing in Front of World's Tallest Building

HDI Japan Conference, Tokyo - Oct 23-24, 2008

Optimal Connections' 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, 2008, 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

Photos - Graciously Taken by HDI Japan CEO, Tatsumi Yamashita


      Paul delivering keynote presentation                  Sharing at a round table                    Lots of round tables in action!


        Paul on a panel discussion                             Networking time!                       Paul makes a point at a round table