Archive for the ‘HDI Training’ 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

Q4 HDI Service Desk Skills Courses – Enroll Now!

September 20, 2016

As you begin planning and forecasting for 2017, is training and certification part of your plans? It could be something to seriously consider, and here’s why…

In a nutshell, it drives customer satisfaction.

  • 80% of IT professionals say certifications demonstrate competency to clients
  • 84% of IT professionals think certifications improve efficiency of the IT environment
  • 70% of those who took IT training saw gains in on-the-job effectiveness

When your staff is trained, confident, and empowered, the organizational impact spreads far and wide. They’re happy, the customers are happy, and the business can’t deny the value of your support center.

So if continual process improvement is important to your organization, invest in training your team today and you’ll see the results in customer satisfaction tomorrow.

Upcoming HDI Certification Courses:

HDI Support Center Manager
October 24-26
October 30 – November 1
San Diego, CA
Las Vegas, NV
HDI Support Center Analyst
October 27-28
December 1-2
San Diego, CA
Denver, CO
KCS Principles
October 30 – November 1 Las Vegas, NV
HDI Support Center Director
November 30 – December 2 Los Angeles, CA
HDI Desktop Support Technician
October 6-7 Sacramento, CA
HDI Desktop Support Manager
October 30 – November 1 Las Vegas, NV
Full HDI Calendar

We have options! If you have end of year funds you’re looking to use for training, don’t forget HDI also offers courses onsite, in a live virtual environment, and through online self-paced formats.

New HDI Support Center Skills Development Courses Upcoming!

February 22, 2016

Have you ever considered what the cost to your organization and customer is by not investing in training for your team? In a recent MetricNet survey, 84% of respondents said their opinion of the entire IT department comes from their interaction with the service desk. So as an organization, can your technical support team really afford to not be certified?

According to our most recent Support Center Practices & Salary Report, HDI ranks among the top 5 certifications required for frontline staff. An overwhelming 72% focus on customer service training for their frontline professionals, while 26% cited customer service skills as their primary training focus area.

The skills and knowledge gained through HDI certification and training can improve customer service and service management process resulting in high customer satisfaction. Invest in your team and your customer’s experience by taking advantage of the upcoming classes to your area. Most of our courses are also offered virtually and sell out quickly.

ITIL® Foundation
Denver, CO         March 8-10
HDI Certified Instructor
Colorado Springs, CO      March-8-10
HDI Problem Management Professional
Los Angeles        March 17-18
HDI Desktop Support Technician
Irvine, CA            April 7-8
HDI Support Center Analyst
Vancouver, BC   April 14-15
HDI Desktop Support Technician
Denver, CO         April 21-22
HDI Support Center Director
Denver, CO        May 9-11

Visit the HDI Course Calendar for a complete list of classes offered throughout North America and please let me know if I can help you identify the right courses for you and your team.

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.

Optimal Connections, LLC Licensed ITIL Affiliate

May 16, 2015

PEOPLECERT has confirmed the accreditation status of Optimal Connections, LLC as an Affiliate of ITPRENEURS NEDERLAND B.V a PEOPLECERT Accredited Training Organization, and fulfills the requirements of PEOPLECERT’s regulations to offer the following training:


  • ITIL® Foundation
  • ITIL® Intermediate Service Strategy
  • ITIL® Intermediate Service Design
  • ITIL® Intermediate Service Transition
  • ITIL® Intermediate Service Operation
  • ITIL® Intermediate Continual Service Improvement
  • ITIL® Intermediate Release Control & Validation
  • ITIL® Intermediate Operational Support & Analysis
  • ITIL® Intermediate Planning Protection & Optimization

Paul M. Dooley, lead instructor and consultant for the company, delivers training on behalf of Optimal Connections, ITpreneurs, Phoenix TS, Global Knowledge, HDI, and other partner organizations.  For more information on Optimal Connections training, and current calendar, visit

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








The Value of ITIL Training, and Going Beyond …

April 23, 2015

As more and more organizations adopt ITIL, they need professionals who can demonstrate competency in ITIL best practices. Show them what you’ve got with an advanced ITIL certification.

Going beyond the ITIL Foundation certification could be the difference in advancing your career and your organization. But don’t take my word for it. We surveyed individuals who had earned Intermediate and advanced ITIL certifications. Our white paper, “The Value of ITIL® Certification,” covers the findings and highlights just how valuable these certifications are for both you and your employer. For example:

  • 100 percent of the respondents said that the time and money required to earn Intermediate and advanced ITIL certifications were worthwhile.
  • 76.5 percent indicated that earning ITIL Intermediate and advanced certifications made them more marketable compared to others in the job market.
  • 76.5 percent said they were able to directly apply knowledge gained in their pursuit of ITIL certification to specific work activities.

Checkout upcoming training courses:

Upcoming HDI training classes

February 26, 2015

HDI certifications for support center professionals show the world that you and your team provide the highest quality customer experience with every interaction. The skills and knowledge gained through certification training can improve customer service and service management process adoption that results in high customer satisfaction at a lower cost.

Depending on your role in the support center, HDI offers training that can help you expand your skillset, grow professionally, and better connect with your customers:

Here’s a look at all the upcoming HDI courses:

April 9 – 10 HDI Support Center Analyst Vancouver
April 9 – 10 HDI Support Center Team Lead Los Angeles, CA
April 13 – 14 HDI Support Center Team Lead Vancouver
April 15 – 16 HDI Support Center Analyst Virtual Classroom
April 15 – 17 HDI Support Center Manager Vancouver
April 24 – May 8 HDI Support Center Team Lead Blended Learning
April 27 – 29 HDI Desktop Support Manager Irvine, CA
April 27 – 29 HDI Support Center Manager San Diego, CA

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

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