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About Us

Vision

Our vision is to be an leading provider of quality, cost-effective IT eLearning services.

Mission

Our mission:  deliver quality, cost-effective and easy-to-use IT eLearning services through a highly available eLearning web portal, enabling IT organizations to develop and optimize their people resources, and in doing so, boost productivity, lower costs, and optimize customer satisfaction.

President and Founder

Paul M. Dooley, MBA
ITIL Certified Instructor and V3 Expert


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.  Experience includes front line technical support (levels 1, 2 and 3), support team lead, international support manager, manager of service business development, marketing manager and director of solutions marketing.

Experience and expertise includes set up of support policies and procedures, support center consolidation, selection & development of Knowledge Management Systems, implementation of sophisticated Service Management Systems, support marketing strategy and collateral development, new service development and launch, and general service and support management.

Paul has held positions with leading high technology companies, notably Motorola, FileNET, and most recently with QAD, Inc.  Recent clients have included the California Franchise Tax Board (FTB), Oregon Software Association, MCTSSA (Marine Corps. Support Center), Department of Homeland Security (DHS) - National Help Desk, and many others (see our Testimonial page for recent quotes. Paul's background also includes:

bulletBoard Officer - Education Chair of ITSMF LA Chapter.  Paul was elected as Education Chair of the Los Angeles Local Interest Group (LIG) of the IT Service Management Forum (ITSMF) in Dec., 2010.  He serves the LA ITSMF chapter as the advisor and coordinator for education and training events.
 
bullet Contributing member - Help Desk Institute (HDI).  Paul was a team leader in updating the HDI Support Center Certification (SCC) standards in 2004. In 2005, Paul also led the team to update the HDI Customer Support Representative (CSR) and Help Desk Analyst (HDA) Standards. 
 
bullet Past President and Advisor to the Help Desk Institute (HDI), Orange County Chapter
Paul acts as an Advisor to the local chapter of HDI, and is a past President of HDI Orange County.  For more information please visit the Orange County HDI web site at
www.hdioc.org.

 
bullet Certified HDI Auditor.  Paul is one of the few individuals certified by HDI as a Support Center Auditor.  Recent organizations certified by HDI through Paul's efforts include Saudi Basic Industries (SABIC), T-Systems, The National Help Desk (U.S. Customs and Border Protection), MCTSSA (Marine Corps. Support Center), and QAD - HDI's first Global Support Center Certification. 
 
bulletAuthor of industry publications.  Paul has authored a number of articles and white papers, including "How to Market the Value of Your Support", "7 Steps to Exceptional Customer Service", and others.  His latest book, published through HDI in Dec. 2007, is entitled "Building a Web Support Portal: Keys to Success".  Recent publications also include:
bullet"Welcome to Your New Career in Technical Service & Support" - SupportWorld - Sept/Oct 2010
bullet"Transforming Your People Resources: A Continual Learning Approach" - SupportWorld,
Nov/Dec 2010
bullet Regular speaker at IT Industry Events.  Paul has been a featured speaker at industry and local service & support events:
 
bullet HDI's 2005 Conference in Las Vegas, presenting on two topics: "HDI's Support Center Certification (SCC) Program", and "How to Market the Value of Your Support".
bulletHDI 2006 Conference:  panel speaker on Support Center Certification
bulletHDI 2008 Conference, Dallas Texas:  "Building a Web Self-Service Portal-Keys to Success", and "Easy to Use Financial Tools for Effective Decision Making"
bulletITSMF 2008 'Fusion' Conference, San Francisco - Sept 2008.  "Building a Web Self-Service Portal-Keys to Success".
bulletITSMF 2009 'Fusion' Conference: "Transitioning to a Knowledge-Powered Service Desk", part of "Track 3 - Service Operations with a Side of Change".
bulletITSMF 2010 'Fusion' Conference in Louisville, Kentucky: "Transforming Resources:  A Continual Learning Approach"

Paul also speaks regularly at local ITSMF and HDI chapter meetings and at related organizations.
 

bullet Education:  Paul hold's a Bachelors in International Relations from California State University in Fullerton, and a Masters of Business Administration degree from National University, San Diego.
 
bullet ITIL V2 Certifications:  Paul has achieved a number of ITIL V2 certifications, including ITIL Foundations certification, ITIL Practitioner in Service Desk and Incident Management, and ITIL Service Manager
 
bullet ITIL V3 Certifications include: ITIL V3 Foundations, and ITIL Intermediate certifications in:
bullet Service Life-cycle Stream:  Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO), and Continual Service Improvement (CSI)
bullet Service Capability Stream:  Planning, Protection & Optimization (PPO); Release, Control and Validation (RC&V); and Operational Support and Analysis (OS&A)
 
bullet ITIL V3 Expert:  Advanced certification as an ITIL V3 Expert
 
bullet ITIL Training Certification:  Paul is a Certified ITpreneurs Trainer in ITIL Foundations V3.  He is also a certified instructor for HDI, as well as ITSM Academy.
 
bullet ISO Certifications:  Information Security Foundation, based on ISO/IEC 27002
 
bullet HDI Certifications:  From the Help Desk Institute (HDI) include Support Center Analyst (SCA), Support Center Team Lead (SCTL), Support Center Manager (SCM), Certified HDI Instructor, and Certified HDI Auditor of Help Desk and Customer Support Operations.

Industry Organizations

Service and Support Industry associations we're a member of include the Help Desk Institute (HDI), the Association of Support ProfessionalsIT Service Management Forum (itSMF), itSMF Los Angeles LIG (Board Member), and HDI Orange County. 


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