John Custy
John Custy
JPC Group
John Custy is the founder and principal of JPC Group, a professional services company focused on the three key factors of IT Service Management (ITSM): people, process, and technology. He... read more
John Custy is the founder and principal of JPC Group, a professional services company focused on the three key factors of IT Service Management (ITSM): people, process, and technology. He has over twenty-five years of experience working in IT services and service management organizations. John is an ITIL-certified Service Manager/Expert, a certified ISO9000 Internal Auditor, and an Exin/TUV and itSMF certified ISO/IEC 20000 Consultant. He is a member of the HDI Faculty, an HDI-Certified Auditor, and a Subject Matter Expert (SME) for the HDI Individual Certification Standards and HDI Support Center Certification Standard. He is also an Exin Accredited trainer for ITIL, ITSM Professionals based on ISO/IEC 2000 and Information Security Management based on ISO/IEC 27002. He was a key contributor to the development of the HDI Support Center Certification program and other industry certification programs. He is a member of the HDI International Certification Standards Committee and the Exin Professionals Group.

Prior to founding JPC Group, John was employed by ZD/Softbank as the Director of Professional Services where he was responsible for managing a consulting services group and training organization. He also held Product Management and Quality Management positions with global computer vendors, and served as a faculty member at Merrimack College where he taught programming. He has a BS from UMass Lowell and has a MA in Innovation & Technology from Boston University.

HDI-Certified Auditor since 2000
HDI Faculty Member since 1995
HDI Member since 1993

Certifications:
HDI: HDI-CSS, HDI-SCA, HDI-SCTL, HDI-SCM, HDI-SCD, HDI-KCS
CSI (Consortium for Service Innovation): KCS verified v4 Trainer
ITIL v3: Foundations, ITIL Intermediate (SS, SD, ST, SO, CSI, PPO, SOA, OSA, RCV), Expert
ITIL v2: Foundations, ITIL Practitioner (IPAD, IPSR, IPPI), Service Management Manager
ITSM Professional based on ISO/IEC 20000: Foundations, Alignment of IT Services, Support of IT Services, Manage and Improvement of IT Services, Release & Control of IT Services, Manager/Consultant
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Paul Dooley
Paul Dooley
Optimal Connections, LLC
Paul Dooley is founder and Principal Consultant at Optimal Connections, LLC, a services firm that specializes in delivering IT and support center best-practices training, consulting, assessment, and audit services.... read more
Paul Dooley is founder and Principal Consultant at Optimal Connections, LLC, a services firm that specializes in delivering IT and support center best-practices training, consulting, assessment, and audit services. As an HDI Faculty Instructor, he delivers HDI skills-based HDI-SCA, HDI-SCTL, and HDI-SCM classes across the U.S and in other countries. As a certified ITIL Instructor and ITIL Expert, he teaches the ITIL framework of best practices, including ITIL Foundation and Intermediate courses. He also delivers professional support center and IT assessments and HDI Support Center Certification audits. He strives to help his clients reduce costs, while increasing customer satisfaction and boosting staff productivity.

Paul is a regular contributor of support industry articles, white papers and Focus Briefs, many of which can be found through the HDI website and e-store. He is also a regular speaker at HDI and itSMF national events and local chapter meetings. A contributing member of HDI since 2003, Paul helped define and establish the HDI Support Center Standard, the HDI Support Center Analyst Certification Standard, and the HDI Support Center Manager Certification Standard. As Education Chair, Paul serves on the Board of Directors of the itSMF Los Angeles Local Interest group. He holds a Bachelors in International Relations (BA) and a Masters in Business Administration (MBA).

HDI-Certified Auditor since 2003
HDI Faculty Member since 2004
HDI Member since 2002

Certifications:
HDI: HDI-SCA, HDI-SCTL, HDI-SCM
ITIL v3: Foundations, Intermediate (SS, SD, ST, SO, CSI), Capability (PPO, RCV, OSA), Expert
ITIL v2: Foundations, Service Desk and Incident Management Practitioner, Service Manager
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