Archive for the ‘HDI Certification’ Category

Paul M. Dooley Announced a Featured Contributor to HDI

February 12, 2019

HDI, an industry organization focused on service desk and support center best-practices, announced Paul M. Dooley, Optimal Connections President and Principal Consultant, as a Featured Contributor to their publications.

Examples of Paul’s recent contributions to HDI’s publications include…

Check out the link to the HDI announcement, and look for more thought provoking articles from Paul in the future!

>> Link:

Enroll in New HDI Certification Training Classes – Jan-Feb 2017!

December 20, 2016

Happy Holidays,

With another year, almost in the books, it’s a perfect time to reflect upon our 2016 successes. Equally important, though, is setting some time aside to prioritize our goals for the New Year.

Thank you for allowing us to help you and your support center grow this past year. I hope you’ll continue to look to HDI as you improve your team’s skills in 2017. We’ve got some great things in store!

So, put another log on the fire, cozy up with an eggnog, and let’s take a look…

2017 HDI Certification Training Calendar
We made the list, checked it twice, and are ready to unveil your complete listing of HDI courses for the coming year! Dozens of job- and skill-based trainings for every tech support pro offered through public classrooms, onsite at your office, and even online.

HDI 2017 Conference & Expo- May 9-12, Washington, D.C.
More networking. More learning. More inspiration. More fun! Join us for the most important tech support event of the year and prepare to become the NEW face of IT. Remember to get your conference pass by 1/20/17 for our absolute best pricing—$200 off and a free one-day pre-conference workshop.

Upcoming courses in your area:

KCS Principles
January 24 – 26, 2017 Denver, CO
HDI Support Center Manager
January 23 – 25, 2017 Los Angeles, CA
HDI Support Center Analyst
January 26 – 27, 2017 Los Angeles, CA
HDI Support Center Manager
February 13 – 15, 2017 Sacramento, CA
HDI Support Center Analyst
February 16 – 17, 2017 Sacramento, CA

I wish you a wonderful holiday season and Happy New Year! I look forward to accomplishing great things together in 2017.


Paul M. Dooley
Optimal Connections, LLC

HDI Courses with Special Bonus Materials – Act Now!

May 26, 2015

You may have heard that HDI is running a special promotion that makes becoming HDI certified even easier.

If you register for any of the following courses before June 30, 2015:

HDI will give you the following resources for FREE (more than $300 in added value):

  • The HDI Standard and Self-Study Guide
  • The HDI Online Practice Test
  • The HDI Certification Exam
  • HDI Exam Insurance, which provides one free retake of the certification exam

HDI certification shows your peers, customers, and employer that you provide the highest level of customer service and support. It enhances your skillset, bolsters your resume, and increases your marketability. You won’t find a better time to become HDI certified—learn more and take advantage of this special offer before it’s too late!

Here’s a look at some of the upcoming HDI courses:

July 13th – 15th HDI Support Center Manager Boise, ID
July 20th – 22nd HDI Support Center Manager Los Angeles, CA
July 23rd – 24th HDI Support Center Analyst Los Angeles, CA
August 3rd – 5th KCS Principles Sacramento, CA
August 6th – 7th HDI Support Center Team Lead Sacramento, CA
August 10th – 11th HDI Desktop Support Technician Los Angeles, CA
August 17th -19th HDI Support Center Manager Seattle, WA
August 19th – 21st ITIL® Foundation Denver, CO

Visit the HDI Course Calendar for a complete list of classes offered throughout North America.

Victoria Bech
Account Manager, West | HDI

P.S. Don’t forget the FUSION 15 Early Bird discount ends on June 5. Register now or miss out on $200 in savings.

New HDI Courses scheduled for Q3-Q4!

May 1, 2015

Here are the HDI skills-based courses I am planning to teach in Q3 and Q4.  If your analysts, team leads and manager are not HDI certified, you should be!  To learn more and to register, go to

8/10/2015 8/11/2015 DST Los Angeles, CA
8/17/2015 8/19/2015 SCM Seattle, WA
8/20/2015 8/21/2015 SCA Seattle, WA
9/3/2015 9/4/2015 SCTL Los Angeles, CA
9/28/2015 9/29/2015 SCA Los Angeles, CA
11/12/2015 11/13/2015 SCTL Seattle, WA








New HDI Best-Practice Classes added!

January 22, 2015

Below are some of the HDI classes just added to my schedule, for those interested.  Don’t delay, register now to save a place for you or a member on your team!

Support Center Analyst (SCA)

– Mar 5-6, San Francisco, CA –  Register Now!
– Apr 30, San Diego, CA – Register Now

Support Center Team Lead (SCTL)

– Apr 9-10, Los Angeles, CA – Register Now!
– Jun 1-2, Irvine, CA – Register

Support Center Manager (SCM):

–  Apr 27-29, San Diego, CA  – Register Now

For my complete listing of HDI and ITIL classes, please see visit:

Paul M. Dooley
HI Instructor and Auditor
Optimal Connections, LLC


Register for these new HDI courses in 2015!

November 6, 2014

As a member of the HDI Faculty, I will be teaching a number of HDI courses in So Cal during the first half of 2015:

Start Date End Date Class City, State
2/2/2015 2/4/2015 SCM San Francisco, CA
4/9/2015 4/10/2015 SCTL Los Angeles, CA
4/27/2015 4/29/2015 SCM San Diego, CA
4/30/2015 5/1/2015 SCA San Diego, CA
6/1/2015 6/2/2015 SCTL Irvine, CA

To learn more about these courses, and to register, please visit our Training Schedule page at

Top Ten IT Skills for 2014

February 21, 2014

According to recent research paper published by Global Knowledge, a top IT training service provider, the top IT skills for 2014 are:

  1. Programming and Application Development
  2. Help Desk and Technical Support
  3. Networking skills
  4. Mobil Applications and Device Mgt
  5. Project Management
  6. Database Administration
  7. Security
  8. Business Intelligence & Analytics
  9. Cloud Computing skills
  10. Interpersonal Skills

Its interesting that Help Desk and Technical Support is ranked #2, as both ITSM/ITIL, and HDI, promote the value of a high performing help/service desk to the organization

Also note that cloud computing skills ranks as #9, and interpersonal skills as #10.

To read the full article, go to

Upcoming HDI Courses to Build Your IT Team Skills!

September 3, 2013

Labor Day is a great time to recognize the people that are the heart of your support organization. With the last quarter of the year only a few weeks away, now is the perfect time to invest in your labor force!

Providing them with the chance to earn HDI certifications is a great way to both recognize your team members as support professionals and invest in people to improve services. HDI’s courses equip your team with the knowledge and practical skills they need to excel in their support organizations.

Enhanced customer service skills, better service management processes, and happier customers are just a few of the benefits you gain with HDI certification and training. The following are just a few of the courses coming to your area:

September 23-24 HDI Support Center Team Lead Seattle
September 25-27 Knowledge Management Foundations: KCSSMPrinciples Seattle
October 2-4 HDI Support Center Director Los Angeles
October 9-11 ITIL Foundation Denver
October 14-15 HDI Support Center Analyst Los Angeles
October 16-18 HDI Support Center Manager Los Angeles
October 20-21 HDI Support Center Analyst Vancouver

View the full course calendar online to find more courses near you.

Upcoming HDI Classes in Q3-Q4

April 30, 2013

Greetings all,

Below are the HDI IT skills-based classes I will be teaching in Q3 and Q4 of this year.  For more information, please visit Optimal Connections training schedule at:

Public Classroom Training

Start Date End Date Class City, State
8/5/2013 8/6/2013 DST Los Angeles, CA
8/19/2013 8/20/2013 SCA Seattle, WA
8/21/2013 8/23/2013 SCM Seattle, WA
9/9/2013 9/10/2013 SCTL Los Angeles, CA
10/14/2013 10/15/2013 SCA Los Angeles, CA
10/16/2013 10/18/2013 SCM Los Angeles, CA
12/2/2013 12/3/2013 SCA San Diego, CA
12/4/2013 12/6/2013 SCM San Diego, CA

HDI Certification Policy Change

February 1, 2013

A messaafe from Rick Joselin, Executive Director – Certification and Training, at HDI:

I want to inform you of a recent change to the HDI certification program and explain how it affects you personally.
Effective January 1, 2013, all new HDI supervisor- and management-level certifications will be valid for three years from the date the certification was earned. This specifically affects the following certifications:

  • HDI Support Center Director
  • HDI Support Center Manager
  • HDI Desktop Support Manager
  • HDI Support Center Team Lead

Under the new requirements, individuals who earn these credentials will be required to report sixty (60) hours of learning prior to the expiration date—an average of just twenty (20) hours per year. Doing so will extend the certification for another three years.
Individuals that earned these certifications prior to January 1, 2013, are not required to demonstrate continued learning, and are considered to be certified for life. After December 31, 2014, those certifications will be reported as pre-2013, so as to acknowledge the certification and the program under which it was earned. However, these individuals are encouraged to enroll in the HDI Continuing Certification program so that they can be recognized under the new program, and to provide evidence that they are staying current and active in an ever-changing industry.

Let me be clear: HDI certifications earned prior to January 1, 2013, will not expire, but they will be positioned differently within the industry. You will not lose the credentials you have earned. However, I do encourage you to stay current within the industry. By reporting forty (40) hours of continued learning prior to December 31, 2014, your current credential will be recognized under this new program.

More details are available online, should you need them. And, as always, your HDI account manager is available to answer any questions you have regarding continuing certification.