HDI 2008 Annual Conference

Katherine Lord
President/Senior Consultant
K.A. Lord ITSM Consulting

Katherine is a seasoned ITIL practitioner with significant consulting expertise in the ITIL education and implementation space. As a certified instructor for HDI, and part of their global faculty, she teaches a variety of support center certification courses, KCS, and public, private, and custom ITIL Foundations classes across varied industry verticals. Katherine’s expertise also spans creation and delivery of customized education solutions geared towards attaining sustainability, adoption and alignment with ITIL best practices, and optimal service delivery to the business.

Katherine has more than three years of hands on ITIL consulting expertise, focusing on benchmarking, gap assessments, and road map development for process improvement. Core philosophies underlying all consultative and educational pursuits include: education, awareness, the human touch, and defining and reaching the “look of success.”

Prior to consulting, Katherine spent more than 10 years managing support functions, specifically help desks, service desks and training functions within Canada and the US. She has specialized in turning “help-less desks” into value added entities with an improved business focus, renewed vision, and customer centric fundamentals.

Paul Dooley
President
Optimal Connections, LLC

With more than 30 years in the high tech services and support industry, Paul Dooley has held a range of positions from front-line to management including Levels 1, 2, and 3 product support, team lead, support manager, international support manager, manager of service business development, and director of solutions marketing. His experience is also wide-ranging, including multiple support center integration, management of large-scale help desk system installations, service/support collateral development, policies and procedures, product/service development and launch, and service/support marketing.

Paul's organizational experience includes positions with Motorola, FileNET and most recently QAD, Inc. At FileNET Paul managed the service marketing group, helping the company migrate from cost-centered to profit-centered support. At QAD Paul held the position of support marketing manager, helping to transform a technical support group into an expanded global services organization.

In 2002 Paul founded Optimal Connections, LLC, a consulting services company providing customer relationship services to business – help desk and support services, survey services, and web marketing. Paul hold's a Bachelors in international relations from California State University, and an MBA from National University, San Diego. He is also an HDI certified Help Desk Analyst (HDA) and Help Desk Manager (HDM), and an HDI certified instructor, authorized training partner, and auditor of help desk and customer support operations.