Resume of Alan Berow highlighting experience in managing technical support/help desk teams.

1. ALAN B BEROW
630.975.7575
berow@computer.org
www.linkedin.com/in/alan-berow/
Continuous Improvement Through People, Process, and the Judicious Use of Technology
Customer-focused leader with extensive experience combining voices of the customer, employee,and
business with industry best practices to deliversuperior services and products. Earned customer and
corporate recognition for successes in customer satisfaction, process improvement, and cycle time
reduction.
Expertise: Technical Support & Design Validation team management | Lean Six Sigma Green Belt | Certified
Scrum Master | problem avoidance | root cause analysis | organizational transformation | facilitation &
coaching | process development & improvement | training & coaching | Internal ISO 9000/TL9000 auditor |
Internal CMM SCAMPI appraiser | Internal ESD auditor
PROFESSIONAL ACHIEVEMENTS
Rockwell International Downers Grove and Oakbrook IL (now Aspect)
Inbound and outbound ACDs for Call Center, Directory Assistance,and Automatic Intercept applications;Access Tandems
used in IEX, Enhanced 911, and Business Networks; and systems used for military Command and Contr ol
Technical Support Manager, Field Service Manager, Consulting Services Manager, Design Validation
Manager, Lab Manager, System Test Engineer
Led teams providing Tier 3 technical support, consulting services, software maintenance, and field
service to over 500 corporate business sites at domestic and international locations. Responsible for
client satisfaction, technical and tactical planning, and pro-active efforts to blend user expectations
with product performance.
● Created, transformed, merged, and phased-out service teams of 4-30+ professionals to meet ongoing
business requirements.
● Reduced open design defects by 75% six months after requesting responsibilityfor software
maintenance.
● Introduced tools to manage tickets, ensuring all issues receivedappropriate attention.
● Introduced escalation system to make corporate management aware when resources were neededto
address aging, unresolvedissues.
● Persuaded Marketing to assign staff to all break-out sessions in User Group meetings, leading to
significantlyincreased awareness of customer needsand to allocation of resources to meet those needs.
● Increased client satisfaction ratings 50% over two-year period in fieldservice.
HERE Technologies Chicago IL (formerly NAVTEQ, Nokia) 2008-2018
Navigation services and data products
Process Analyst/Engineer (Senior Quality Assurance Engineer)
Responsible for transitioning the company to be customer focused & agile, facilitating 8-Discipline
problem solving teams, facilitating process definition & improvement projects, and the team’s Kanban
boards, wiki, & web site.
● Facilitated 10-person team in creation of product certification process to create customer-partners by
ensuring customer concerns were known and were the focus of in-process and final quality checks.
● Facilitated 8-person team in creation of a unifiedcustomer-facing documentation process.
● Led 8-person team evolvingthe root cause analysis and 8-Discipline problem solvingmodels to match
investment with risk.
● Skills acquired: Agile, Stages process modeler, Atlassian JIRA and Confluence Wiki, SharePoint, MS
Visio

2. Alan B. Berow 630.975.7575 Page 2 of 2
Westell Aurora IL 2005- 2008
DSL routers and telecommunications network plug-ins
Process Analyst/Engineer (Senior Quality Assurance Engineer)
Responsible for facilitating organization’s move to the Capability Maturity Model, process
improvement projects, ISO9000 /TL9000 audits & reports, electrostatic discharge audits, work
instruction quality review.
● Led 6-person team improving software developmentprocess maturity to CMM Level 2.
● Led 4-person team definingproduct change communications with contract manufacturers.
● Identified,wrote requirements and process descriptions, tested,and trained teams to automate manual
processes. Updated other processes to reduce waste.
● Updated and presented corporate Introduction to Quality class.
● Skills acquired: CMM, TL9000, audit, ESD management
OTHER RELEVANT WORK EXPERIENCE
Tellabs
Quality Assurance Engineer, Manager of Design Validation, Lab Manager
Responsible for facilitating process improvement projects, test lab build-out,and ISO9000 audits.
● Skills acquired: internet standards, IP, ATM, SS7 standards, ISO9000, Documentum
True Value Company
Information Systems Methodologist (Process Engineer)
Responsible for introducing process into a project-oriented IT organization.
● Skills acquired: software development processes.
Aerotek Contract Engineering Services – Motorola Cellular Infrastructure Group
Quality Assurance Engineer
● Skills acquired: Unix, shell scripting, chron files.
Retail sales of technology products to gain B2C and consumer viewpoints
EDUCATION AND PROFESSIONAL DEVELOPMENT
Keller Graduate School of Management Oakbrook IL
Master of Business Administration (MBA)
Graduate Certificates - Project Management (PMBOK-guided program), Telecommunications Management,
Human Resources Management
Illinois Institute of Technology Chicago IL
Bachelor of Science in Electrical Engineering (BSEE)
Graduate Certificate - Computer and Network Security
Professional Development
HERE, Westell, Tellabs,True Value, Rockwell, and external seminars in management, leadership, technology,
quality and product knowledge
PROFESSIONAL AFFILIATIONS
American Society for Quality (member Section Leadership Committee)
The Institute of Electrical and Electronics Engineers