Sales Executive Engineering

Larry Hochendoner **** Eben St, Pgh, PA *****

*****.***********@*******.*** 412-***-****

Information Technology Executive

An innovative and energetic leader, skilled communicator, team builder, and adept negotiator. Proven Expertise for analysis of businesses, products, markets, and growth opportunities, to introduce strategic and tactical solutions to improve competitive performance while increasing revenues. Executive MBA; and B.S., Information Systems.

Strategic Planning • Technical Management • Engineering • e business • Vendor Relationship

Led companies’ technology growth, successfully developing new products, managing staffs to 100 professionals, and managing annual budgets of over $20 million.

Reduced cost and increase efficiency – year after year – across multiple product lines.

Experienced in Data Centers, Cisco routing and switching, PBX’s and convergence of Data and Voice technologies

Professional Experience

Thermo Fisher Scientific, Pittsburgh, PA

2015 - 2017

Sr. Director Operations Digital Technology

Managed the Operational infrastructure for the web presence for the multi-billion dollar environment including the Operational teams of 'Break/Fix', Production 'Monitor / Triage' with Multi-National Support Desk (Call Centers) (India, US, and Mexico), Project', Environment' and Change and Release Management.

Redesigned the Incident Process to meet ITIL standards and improve operational efficiency

By using Standard Operating Procedures SOP’s, lead teams to Left Shift solutions for 1st call resolutions. The “Technical” call Center teams, increased 1st call resolutions from 62% (measured from 11/2015 to 04/2016) to 88% increasing productivity.

Increased uptime for the major websites from 99.75% to 99.992% by focusing on Change and Release processes by removing segmentation with a web site to a focus on Software Services

Led a team of Sr. Directors to build Roadmaps for One, Three and Five years.

PNC Bank, Pittsburgh, PA

2007 -2015

VP/Director eTechnology / Hosting and Engineering

Managed Systems Infrastructure for 200 critical bank applications, including www.pnc.com, ecommerce, Treasury, Retail and other high-profile applications

Implemented the first Incident Process Team across command center, engineering, architecture, and senior management with “Left Shift” focus

Tier 3 – Architects built a Knowledge base of questions and solutions

Tier 2 – Sr. Engineers Created Workbooks for standard issues and solutions

Tier 1 - Engineers designed and gave workshops on technologies, issues and solutions

Tier 0 - Call Center Staff attended Workshops, and reviewed workbooks and knowledge bases to answer customers questions (1st Call Resolution)

Implemented Cisco Soft Phones for work-at-home staff.

Increase uptime matrix from 99.45 to 99.998 across all Unix systems within Data Centers

Implemented new technical support training program that changed training of on-call lead time from 16 weeks to 6 weeks including Project management and Customer Service.

Larry Hochendoner

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Pittsburgh CyberConXioN, (CXN), Pittsburgh, PA

2004-2007

Technologist / Owner

Created a Start-up company, building the first Cyber Café (Gaming Center) in the Western Pennsylvania area.

Designed, built and managed an 81 seat Cyber Café within 16 weeks

University of Pittsburgh, Pittsburgh, PA

2003-2005

Oversaw the Convergence Data and Voice Cisco powered networks. Implemented a converged network (MAN/WAN) to move voice over data WAN.

Senior. Manager of Telecommunications and Technology

Led the strategic decisions for all Data and Voice technology to meet the tactical direction for the University of Pittsburgh

Support for all Telephony and Data users on the University campus while managing 30 Technical professionals

Given additional responsibility for a new Network Operations

Managed various teams including phone support (University Operators), student help desk (Call center), professional help desk (Call center for administration and staff).

Utilized the Avaya Call routing with IVR to support over 100 Departments across 117 buildings in Pittsburgh’s Oakland campus.

Integrated Avaya Voice Mail with Microsoft Exchange to allow users to:

Implemented Avaya’s call accounting system for developing cost savings strategies (International Calls)

Sprint, Inc., Pittsburgh, PA

2001-2003

($17+ billion Leading Tier 1 carrier offering solutions for Voice, Data, Video and E-Commerce)

Enterprise E/Solutions Sales Executive

Responsible for developing E-Solutions business in western Pennsylvania.

Stargate.Net, LLC, Pittsburgh, PA

1999-2001

(Privately owned, 5-state regional ISP - Products include Class I Data Center, with a Cisco Powered Network.)

Chief Technology Officer and Vice President of Application Engineering

Held both positions concurrently. As Chief Technology Officer led four senior engineering teams for Cisco Network Design, Systems Infrastructure, Internal Application Delivery, and Information Security. Directed up to 48 professionals. As VP - Sales Engineering, responsible for directing strategic growth plan and acquisition strategy to transition company from ISP business into ASP industry. Reported to CEO / President.

Projects included development, implementation, and successful completion of:

New System Architecture to Support Unix and NT/Win2K applications

Built cost models across multiple business to determine P&L for each product.

EDUCATION

Executive MBA-, University of Pittsburgh, Pittsburgh, PA

B.S., Information Systems, Carlow University, Pittsburgh, PA

CERTIFICATIONS

ITIL Foundations,

ITIL Service Capacity: Operational Support and

ITIL Service Capacity: Analysis and Planning, Protection, and Optimization

Eagle Scout

Manifesting the Kingdom, Diocese of Pittsburgh Catholic Church

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