Alan Berow

Experience

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  ROCKWELL INTERNATIONAL

  Jan 1978 - Jan 1994

  Led Contact Center providing operational and maintenance advice and software maintenance, through teams of 30 professionals, to over 500 corporate clients.● Reengineered the customer problem resolution cycle, including processes used to handle calls, assign priority, and provide feedback. Project required cultural and technology changes.● Reengineered the process for creating customer reports, changing the focus to product and service improvement while reducing cycle times for training and for adding new products and customers.● Created, transformed, and phased-out service teams and product lines to meet ongoing business requirements.● Reduced open design defects by 75% over a 2-year period. Show less

  • Technical Support Manager

    Jan 1983 - Jan 1994

  • Manager of Design Validation and Development Lab Manager

    Jan 1979 - Jan 1983

  • System Test Engineer

    Jan 1978 - Jan 1979
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  Aerotek

  Jan 1995 - Jan 1995

  Quality Assurance Engineer

  Coordinated design-phase problem resolution activities.● Initiated program to improve quality of problem reports, improving accuracy of key measures.● Created tools to reduce report generation effort, eliminating over 200 hours of labor/year.

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  ROCKWELL INTERNATIONAL

  Jan 1995 - Jan 1998

  Led teams providing consulting services, including operations, reports, and network optimization.● Managed consulting and software production activities directly driving $2M in annual revenues through a staff of 16 geographically distributed consultants.● Transformed consulting organization to sustaining mode, increasing productivity 50%. Delivered system maintenance services, installation services, and operational advice to customers in a 9-state region.● Increased customer satisfaction rating 25% over a 2-year period.● Pioneered outsourcing on-site services to speed service delivery while containing costs.● Introduced sales lead program using service engineers to monitor local markets.

  • Manager of Consulting Services

    Jan 1997 - Jan 1998

  • Field Service Manager

    Jan 1995 - Jan 1997
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  True Value Company

  Jan 1998 - Jan 1999

  Information Services Methodologist

  Introduced process into a project-oriented IT organization.● Formed and led a cross-functional team to develop IT standards.● Created project management skills and training assessment instruments to aid project managers individualize personal development programs.● Key participant on the System Development Lifecycle (SDLC) model development project.

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  Tellabs

  Jan 1999 - Jan 2001

  Formed system design validation and verification team. Led design and maintenance of Time Division Multiplexing (TDM), Asynchronous Transfer Mode (ATM), and Internet Protocol (IP) Class 4 voice switching system development lab.● Formed and led design validation team.● Initiated and led program to coordinate test efforts among multi-national, multi-corporate teams.● Led 5-person team in creation of a $4M lab with 13 captive systems and IP, ATM, TDM, and SS7 communications networks. Show less

  • Quality Assurance Engineer

    Jan 2001 - Jan 2001

  • Manager of Design Validation and Lab Manager

    Jan 1999 - Jan 2001
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  Westell

  Jan 2005 - Jan 2008

  Business Process Engineer | Business Process Analyst (Senior Quality Assurance Engineer)

  Facilitated process improvement projects, conducted internal ISO9001, TL9000, and electrostatic discharge audits, reviewed and edited manufacturing work instruction for quality.● Led 6-person team improving software development process maturity to CMM Level 2.● Led 4-person team defining product 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.● Revised and presented corporate Introduction to Quality class.Skills acquired: CMM, TL9000, audit, appraisal, ESD management Show less

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  HERE Technologies

  Jan 2008 - Jan 2018

  Business Process Analyst (Senior Quality Assurance Engineer)

  Voice of the customer for quality. Transitioned organization to be customer-centric and agile, led and supported process improvement projects, facilitated local and remote 8-Discipline problem-solving teams, and created the team’s Kanban boards, Confluence Wiki, and SharePoint web site.● Self-selected member of 6-person team that began the company’s agile journey.● Led ad-hoc teams standardizing and improving product development processes. ● Facilitated and supported international 10-person team in creation of product certification process to create customer-partners by ensuring customer concerns were the focus of in-process and final quality checks.● Led and facilitated 8-person team in creation of a unified customer-facing documentation process.● Led 8-person team evolving the root cause analysis and 8-Discipline problem solving models to match investment with risk.● Facilitated 100+ ad-hoc, cross-functional, international 8-Discipline problem solving teams.Skills acquired: Agile, Stages process modeler, Atlassian JIRA and Confluence Wiki, SharePoint, MS VisioLean and agile approaches were used where appropriate.Formerly NAVTEQ and Nokia. Show less

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  AgileN2N Inc

  Jan 2018 - now

  Lead Agile Trainer

  Introduce clients and employees to agile culture and project management practices.● Created and delivered agile boot camp using an agile mindset.● Transformed agile coach guidance project from ad hoc to value-driven, created information radiator, and developed novel indexing system.