Paul Dooley
Bio
With more than thirty years of experience in the high tech services and support industry, Paul Dooley has held a range of positions, from frontline to management. He has a wide range of experience as well, including 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, where he helped 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 businesses. Paul received his BA in international relations from California State University and his MBA from National University, San Diego. He's also an certified HDI Help Desk Analyst and Help Desk Manager (HDM), as well as an HDI certified instructor, authorized training partner, and auditor of help desk and customer support operations.
Recent articles
The Evolution of ITIL: A New Operating Model in ITIL 4
FAQ: What Is Your Definition of First Contact Resolution?
Incidents or Requests: How to Classify Service Performance Issues
Tiered Support Explained
How to Replace an Aging Ticketing System
Using Display Boards in a Support Center
Evaluating Technical Support Models: Tiered Support vs. Swarming, Part 2
Three Must-Know Financial Tools for Effective Decision Making
6 Steps to Build a Knowledge Management Culture
Improve Your Ticket Categorization Scheme
Evaluating Technical Support Models: Tiered Support vs. Swarming, Part 1