Matthew Hochwender

· Aruba Networks High Touch Services organization is focused on the company's largest customers at a global scale to drive a consultative engagement increasing technology adoption in a shorter timeframe, resulting in the customer realizing a faster ROI on their investment

· This mission is enabled though my organization by:

o Creation of architecture driven solutions in conjunction with the customer and business stakeholders by coalescing the new technology injection being considered with the customers business requirements, projected ROI, and the constraints of the environment

o Overlaying both customer and Aruba business constraints with the technology acquisition timeline to create a strategic deployment plan that allows for optimal cost and risk mitigation

o Ensuring the efficacy of the solution and delivery mechanism through a combination of standardization, automation and KPI developed in conjunction with business partners

o Collaboration and iteration of aaS delivery standards and process to align with the evolving offer

While managing the delivery of existing offers, I also focused on the development cycle for new services products and XaaS offerings, partner enablement tooling and the holistic customer journey that includes the Customer Success structure as critical components for the continued growth and success of the organization.

The Professional Servcies Enablement team was a global organization focused on the creation of offers, tools content and training to enable our partner community, which included HPE’s servcies arm, to successfully position and deploy solutions instead of products, increasing both the market share and value proposition that Aruba held within the customer environment. As a direct result of these effort the company realized:

· 31% increase in product sales associated with the partners that adopted our process

· 83% reduction in reported project delivery overages from the partner community

· 61% reduction in support cases associated with customer were deployed utilizing the program

These results were achieved through partnership with our internal business stakeholders along with our largest partner executives to deliver:

· Tooling to allow for standardized scoping and LOE creation

· Standardized contract templates to lower the barrier of entry for customer procurement

· Price modeling tools to drive product, feature set and sizing considerations into standard calculations

· Standardized design boilerplates

· Automated deployment tooling

As a Senior Manager I bootstrapped the creation of Aruba’s first Professional Services organization. Working with Aruba leadership as well as customer and partner executive to establish the reach required without disrupting the partner ecosystem relationship.

The activity was very entrepreneurial in nature which allowed a large span of control. The collaboration and innovation to launch this business were immense, rewarding and included:

· PLM management of the offering builds

o Full stack builds of all PS offerings

o Collaborative build of NaaS offerings

o Financial modeling

o Delivery projections

o Go to market

· Creation of the presales pipeline and engagement criteria

o Customer selection

o Architecture

o Solutioning

o Solution or feature set mismatch identification

o Scaling

o Deployment planning for budgetary

o Subcontract scope and pricing

o Creation of commercials, both contract and pricing

o All presales positioning of value proposition and ROI with the customer

· Engineering and Delivery

o Responsibility for all engineering resources for the design and deployment

o Training and readiness of the team

o Standardization of delivery and documentation practices

o Automation of configuration and migration activity

o Utilization of global resourcing models to ensure coverage and cost considerations

· Success Measurement

Financial and customer success metrics

· Aruba Customer Engineering (ACE) team provided onsite customer escalation support to assist in resolving transient or complex problems not able to be resolved by our normal support flow as well as working with the customers leadership to "lower the temperature" of the customer. In addition the ACE team was also providing professional services support to customer with large deployment design and implementation assistance.

· This position leveraged a wide range of skills to assist in ensuring Aruba lived up to its "Customer First Customer Last" ethos:

o High technical acumen

o C-Suite to technical level discussions to communicate both issues and resolutions paths effectively

o De-escalation and negotiation skills

o Detailed documentation and presentation skillset

o Clear and analytical thinking

o The ability to quickly analyze and problem solve while under pressure

• My tenure at Sprint held several transitions from implementation engineer, engineering design to engineering planning
• At its peak I was in charge of the voice & data network for 3500 retail locations across all of the Americas and the Caribbean.

• Developed and delivered curriculum for the networking and coding portions of NAU's technical degree programs.
• Demonstrated interpersonal and communication skills resulting in clear communication of subject matter to students.