Optimal Connections, LLC 

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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


ITIL Awareness Training

"Paul provided an 8 hour ITIL overview training to my division. We were specifically looking for a curriculum that would cover ITIL basics within a one-day format, and Paul delivered. His teaching style was rich in detail and balanced with the right amount of participation and questions. Our staff came away with a basic understanding of key ITIL principles, allowing our organization to begin conversations about change with everyone speaking the same language. I highly recommend Paul to any others for ITIL training needs!"
Tom Benton, CTO, Sierra College, Rocklin, CA.  March 2017.

ITIL Foundation and Intermediate Certification Training

"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. Itís easy to imagine an instructor for this material that could put someone on snooze control. But Paul kept it lively, never read from the slides (amazing!), provided good context & anecdotes, was able to answer questions very well, & helped us integrate the concepts within this offering as well as related courseware. I appreciated the frequent breaks, he managed time very well, & kept us on track. I was actually pretty impressed. Iíd eagerly take another course from Paul."
Jimmy May, MCM.  Microsoft, MSIT Principal Architect, Database.  ITIL Service Design.  March 2014

"Thank you for teaching this training. I got a 30 out of 40 score on ITIL Service Strategy Score. I will remember this for the rest of my life. I think it is good to be prepared for the future. Thanks again."
Dennis Janicek - DISA - ITIL Service Strategy - 2013

"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.

"I really enjoyed your class and learned a lot from you. I hope I passed the exam. I will fill out the survey today with the positive comments. You did a great job."
Ping Xia, UCLA -
 ITIL Foundation - Dec 2012. 

"Thank you for your excellent guides to the ITIL Foundation. I just received the result of my test and 90%! I passed!  I would like to move to the next Intermediate Lifecycle class and I hope I can see you again."
Ed Jin
-  ITIL Foundation - Dec 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 SO Dec 2011

"Paul was a very organized, knowledgeable, and easy to follow instructor.  He provided information and how it related to other sections in the course.  Very good at making sure you understood the material.  I would definitely take more courses from him."
Beverly - BAE Systems.  ITIL Foundations Oct 2010

"Paul is outstanding.  He was able to cover most if not all the critical materials in the lecture.  Along with the folks in the room, most if not all of us stayed alert because of his dynamic teaching style.  I've already made recommendations to my colleagues to take this course, specifically with Paul again."
Jean - Raytheon.  ITIL Foundations Oct 2010

"I have taken many professional development education courses over the course of my 20+ years in the Telecom business, and Paul Dooley is without a doubt, one of the very "best" trainers I have had.  He is absolutely top notch."
Carol - FTP Group.  ITIL Foundations Oct 2010

"Excellent presentation. Well worth the time - interesting, useful and enjoyable."  Linda Marsh, Director - Applications, Karl Storz.  ITIL Foundations (V3), 2008

"Paul is a great instructor!"  Allison Hetrick - ITIL Foundations (V3), June 2008

"Friendly, knowledgeable, skilled!  Well done!  A lot of material covered quite well."  Christian Olson
ITIL Foundations (V3), June 2008

"Paul did a great job - he has an easy to follow presentation style."  Holly Magnuson - ITIL Foundations (V3), June 2008

"The instructor had good handouts and supplemental materials.  Also very good exercises to emphasize learning."  Lisa Luly, Director - CheckFree ITIL Foundations (V2), June 2008

"Paul was very good."  Shaun Pratt - ITIL Foundations, June 2008

HDI Certification Training

Customer Service Representative Course

"Paul's tonality was perfect!  He is an awesome instructor who is very thorough.  Thank you for being in this business.  Your service is awesome."  Jill H, El-Bizri, American Golf,  Feb 2008

Support Center Analyst (SCA) Course

"Truly informative course.  Grateful and appreciative for the opportunity" - Yaron Weinberg, Cheesecake Factory - Sept 2015

"I'm glad we were able to interact with other people from different companies and get some good ideas to successfully structure our work atmosphere."  Julie A. Gutierrez, City of Hope - April 2012

"Paul is awesome!  Very knowledgeable about the course."  Staphon Arnold, Azusa Pacific University.  April 2012

"Paul was a great instructor who presented everything in an understandable format."  Karen Carreon, Mercury Insurance.  April 2012.

"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

"Instructor kept our attention.  Very knowledgeable and energetic."  Scott Riola, Superior Court of California, May 2008

"All topics were covered in depth.  Paul was a great instructor, very informative."  Wendy Lopez, Mercury Insurance, May 2008

"Great Presentation!  Very valuable!"  Lung Chieng, Mercury Insurance, Sept 2007

"Thank you very much.  Many of the policies/procedures/KM 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. HDA Boot Camp, August 2005

"Great course and instructor.  Very valuable in preparing me for certification."  Steve Parr, HDA Boot Camp, May 2005

"The class was a great investment.  Happy to take the next one."  Martin Garcia, HDA Boot Camp, April 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

Support Center Team Lead (SCTL) Course

"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, December 2009

"Clear, concise presentation - easy to follow."  Greg Harris, Sempra Energy, December 2009

"Very organized and professional."  Antwan Beaugard, Deluxe Laboratories, December 2009

Support Center Manager (SCM) Course

"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

"Paul is an excellent instructor!  I plan on sending my entire team to HDI training."
Rafael Castillo, Support Center Manager - Plantronics.  April 2012

"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

"Paul was extremely knowledgeable about the topics presented.  His tenure and work experience was beneficial to the group.  The atmosphere of the course was trusting because of Paul's facilitation style."  Ashley Reese, UCC Direct.  Help Desk Manager course, Feb 2006.

"Well structured, well presented and had appropriate amount of interaction".  Harvey Welles, CEO, Inotech Systems.  Help Desk Manager class, Feb 2006.

"Paul is knowledgeable, with lots of real-world examples."  Michael Runyan, Auto Club.  Help Desk Manager class, August 2005

Support Center Assessments

QAD:  Support Center Assessment

Optimal Connections provided QAD with our Support Center Assessment service, enabling them to evaluate how closely their eight global support centers were to meeting HDI Support Center Certification standards.  The support center assessment was fast, cost-effective, and thorough. QAD global support received a comprehensive report that presented the results, including an executive summary, an assessment of how each of the centers did in terms of HDIís SCC model, and recommended focus areas for each center. A detailed action plan was provided, with specific recommendations on how to address issues and prepare for future certification.

"I was impressed with the cost-effectiveness of the online 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, Global Learning and Support Services, QAD.

Other IT or Support Center Assessments Performed Include:

  • New York Life - Agent Customer Support Center (NYC)

  • Forest City (Cleveland)

  • Yahoo! (Santa Clara)

  • Plantronics (Santa Cruz)

  • WASP Barcode Technologies

  • ARI

HDI Support Center Certification


Certified 2003, 2005, 2007, 2009, and 2012.  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 itís 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 customerís needs are different, and they satisfy those needs through a customer-centric approach.

"Thank you for your diligence and thoughtfulness in your auditing of our Call Center. We were very pleased with our score and felt the comments made where we did not meet a specific standard were insightful and right on target."   Elizabeth Henson, Intergraph Solutions Center

QAD:  First HDI Global Support Center Certification!

"Phase 1" of HDI Global Support Center Certification was completed in March 2004, with certification achieved for the Mt. Laurel, Sydney and Barcelona Support Centers. "Phase 2", consisting of audits for the UK, Netherlands, Hong Kong and Mexico Support Centers, engaged in February 2004, and completed in June 2004. With the conclusion of Phase 2, QAD has achieved the first truly Global HDI 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

Other HDI SCC Audits Performed Include:

  • US Marine Corps, Camp Pendleton

  • Customs and Border Protection, Washington D.C.

  • SABIC, Saudi Arabia

  • Aramco, Saudi Arabia

  • US Customs and Border Protection

Customer and Employee Satisfaction Surveys

Kore Technologies:  Client Satisfaction Surveys

"Optimal Connections delivered outstanding results. Not only were they very responsive, but they also worked with us to design a survey that got us precisely the information we needed." 
Frank Busalacchi - VP of Customer Services, Kore Technologies, LLC.

Vision Solutions:  Customer, Partner and Employee Surveys

"Optimal Connections has been a great partner in our annual Employee Satisfaction Surveys.  Paul Dooley works with us to plan, customize, execute and analyze the results of our survey to our extreme satisfaction.  He has the utmost integrity, delivers what he promises, and has been very flexible when circumstances caused a change in our requirements.  The Optimal Connections partnership is a real value for us."
Carole Morris, Vice President - Human Resources 

"We needed to thoroughly assess the satisfaction levels of our customers and business partners. Our objective: identify a company to come in and help us get the right surveys created and delivered quickly, and professionally ≠ with quality results. Optimal Connections did just that."  Pete Robie - VP of CustomerCare Centers, Vision Solutions, Inc.

Irvine Chamber of Commerce:  Membership Surveys

"Optimal Connections' presentation was in-depth and shed light into what our members really think of the Irvine Chamber. I was not only impressed by how thorough the survey process was, but also your timeliness. Every promise that you made was kept and every deadline was met."  Jacquie Ellis - Chief Executive Officer, Irvine Chamber of Commerce

Are You Our Next Success Story?

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