Industry leading consultant and instructor in IT and business service management. Over 30 years of experience as a practitioner, applying IT and business best practices to improve company and employee performance, reduce costs, and optimize customer and user satisfaction. Preferred instructor for many ATOs such as Global Knowledge, ITpreneurs, Phoenix TS and others. Regular contributor to industry articles and events.

Providing ITIL (V3) Foundations and Intermediate Level training to clients throughout North America

Certified ITPreneurs TrainerITIL Virtual and Online Course Delivery

Optimal Connections, LLC is an active training partner of ITpreneurs. Paul M. Dooley, Optimal Connections principal ITSM instructor and consultant, has delivered numerous ITIL Foundation and Intermediate level for courses for ITpreneurs, as well as ITpreneurs partners. Optimal Connections not only delivers in person and 'virtual' training for ITpreneurs and their partners, but also provides an on-line training web site entitled the "IT Learning Connection" - which provides ITpreneurs ITIL and… Show more Optimal Connections, LLC is an active training partner of ITpreneurs. Paul M. Dooley, Optimal Connections principal ITSM instructor and consultant, has delivered numerous ITIL Foundation and Intermediate level for courses for ITpreneurs, as well as ITpreneurs partners. Optimal Connections not only delivers in person and 'virtual' training for ITpreneurs and their partners, but also provides an on-line training web site entitled the "IT Learning Connection" - which provides ITpreneurs ITIL and other online, self-paced training courses. For more info visit the www.itlearningconnection.com. Show less

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. He now leads Optimal Connections, LLC, a services company based in Southern California. Key offerings include help desk and ITIL training, consulting services, support center assessments, and web support systems.

Provide ITIL Awareness, ITIL Foundation and ITIL Intermediate training to Phoenix TS customers across the U.S., including U.S. Federal government departments, branches of the U.S. military, and other median and large public and private organizations.

Provide all types of support center skills-based training for IT support center roles, including Customer Service Reps (CSR), Support Center Analysts (SCA training), Team Leads (SCTL training), and IT Support Center Managers (SCM training)

itSMF Los Angeles LIG past Board Member - responsible for itSMF LA Communications - we site updates, eNewsletter, and social media sites (Facebook, LinkedIn, Twitter, etc.)

Deliver a variety of courses for HDI, including Support Center Analyst (SCA), Support Center Team Lead (SCTL), Support Center Manager (SCM), and ITIL Foundations training. Also provide SCC Audit services and IT support center assessments.

As Support Manager and later Director, I helped transform the QAD technical support group to a larger, more formidable Global Services organization, expanding services, boosting service & support revenue, streamlining operations, and raising customer satisfaction.

Spent 11 years at FileNet, initially as one of three people in their start-up customer support center. Progressed to team lead, support manager, manager of international support, and finally support services business development. Helped build the support organization into a world-class support services provider.