Paul is president and a principal consultant at Optimal Connections, LLC, based in Lake Forest, CA. Optimal Connections specializes in providing customer support consulting and training services – solutions that bring companies closer to their customers. As an HDI-Certified Instructor, Paul has taught hundreds of support professionals by delivering the HDI Support Center Analyst, Support Center Manager, and Support Center Team Lead classes across the Western U.S. and internationally. He has served on the HDI Individual and Support Center Certification Standard Review Committees, and has been an HDI-Certified Auditor since 2003.
Active in the support services community, Paul has served as President of HDI Orange County for the past two years (OCHDI – www.ochdi.com) and is currently Advisor and Newsletter Editor to OCHDI. He also serves frequently as a presenter at HDI conferences and HDI Forum meetings.
With over 30 years in the high technology industry, Paul has wide and in-depth experience. He has held positions in customer support, professional services and marketing. His expertise includes development and implementation of support policies and processes, business process re-engineering, support center assessment and integration, call tracking system installation, knowledge-base implementation, service/support collateral development, and service marketing. Paul holds a Bachelors degree in International Relations from California State University in Fullerton, and an MBA from National University, San Diego. His HDI certifications include Support Center Analyst, Support Center Team Lead, and Support Center Manager. He is also ITIL Foundations and Practitioner certified (specialization in Service Desk and Incident Management), and delivers ITIL training classes.