Charles (Charlie) H. Williams 931-***-**** Cell
**** *** **** ***** 931-***-**** Home
Spring Hill, Tennessee 37174
ac0yc5@r.postjobfree.com
http://www.linkedin.com/in/charliewilliams2008
SUMMARY
I’m recognized for innovative ideas in Quality, Process Improvements, Project Management, and Product Delivery for Software and Hardware Products and Services. I was the 2011 President, founding member, and current Board Member of the Nashville Association of Software Quality Professionals (NASQP: http://nasqpros.ning.com/). I’m a Certified ScrumMaster and a Six Sigma Black Belt.
PROFESSIONAL EXPERIENCE
CareHere LLC., Brentwood, TN September 2016 – Present
Manager, Quality Assurance: This position was created to establish Process Improvements at a Corporate level. This Quality Assurance position reported to the Chief Operations Officer. Responsibilities included assessing the current processes and tools and recommending improvements, hiring a QA Team and training them, establishing a Testing Framework to integrate with a CI/CD System, and establish a Governance Process for Product Delivery. Microsoft Visual Studio’s Team Foundation Server is the Agile Scrum delivery tool and Microsoft Test Manager is the Test Case Management tool. Once the improved Software Product Delivery has been completed, this position will transition to establish Process Improvements in other areas of the company.
Asurion, Nashville, TN October 2012 – September 2016
Senior Manager, Quality Solutions Delivery/Application Delivery: Asurion, LLC is the largest global provider of wireless handset insurance, retail insurance, and wireless roadside assistance programs. This position is to lead the Quality Assurance Managed Services Model with our partner Synechron. Asurion IT Department moved from a Centralized QA Organization to a Managed Services Model. The team was chartered to increase availability by streamlining the testing processes while maintaining the highest quality deliveries. Synthetic Transactions were created in Selenium and integrated with the PRTG Monitoring Tool to be executed every 15 minutes in Production. The HP ALM tool was replaced with QASymphony’s qTest. Regression Testing moved from the HP QTP framework to the Cucumber and Selenium framework resulting in a time saving from 10 days of testing to 3 days of testing. Performance testing tools moved from Soasta to Jmeter freeware. Governance with metrics was established to monitor the Managed Services Team’s deliverables.
Senior Manager, IT Strategy, Performance, & Operations: This position was chartered to drive the advancement of the company’s IT Strategy, Performance, and Operations by creating a process for an IT Balanced Dashboard containing Key Performance Indicators (KPI) and Metrics. An assessment of all of the IT Departments and collaborations with their processes is the key to the success. Implemented the IT Process Efficiency KPI’s. Certified ScrumMaster from Scrum Alliance 2014. Six Sigma Black Belt from Aveta Business Institute 2013.
Senior Manager, Software Quality Assurance: Leader of an SQA Team of 156 people including four QA Managers and Synechron Staff Augmentation, located across Pune India, Manila Philippines, and the USA. The QA Team supports an average of 67 releases per month on 15 different product lines for the major cell phone companies in the US and around the World. Average Test Scripts written and executed per monthly release is 219, with a testing duration of 12 days. Other metrics collected include Development to QA Ratio (1:2.45), Defect Removal Efficiency (average of 99.2%), and an average Blended Rate Cost of $30/Hour between onshore and offshore resources. The Software Development Lifecycle is Microsoft Solutions Framework and Agile Scrum. Conducted Six Sigma Green Belt Certification classes for the IT Department. Created and facilitated a Scrum Master Center of Excellence to help drive Agile Scrum Best Practices in the company.
Walgreens / Take Care Health Systems, Franklin, TN January 2012-October 2012
Manager, IT Quality Services: Take Care Health Systems (TCHS) is a wholly owned subsidiary of Walgreens and part of Walgreens Pharmacy, Health and Wellness division. TCHS is the largest and most comprehensive manager of worksite health and wellness centers and convenient care clinics in the country. This position has the responsibility for leading onshore and offshore Quality Assurance (QA) Resources. Creating a vision and plan for end-to-end processes to verify and validate Consumer and Employer Service Groups product lines. These product lines are for the Take Care Health Clinics inside of Walgreens and Company Hosted Clinics like Intel, Microsoft, and Toyota, to name a few. Responsibility also included creating and managing the Rational Unified Processes Iterative SDLC for Testing. Created and managed the Formal Inspection Audit Process for all SDLC Artifacts. Responsible for the management of two QA Managers and 50-60 Quality Engineers and Quality Control Testers located in Franklin Tennessee, Conshohocken Pennsylvania, and Chennai India.
Community Health Systems (CHS), Brentwood, TN October 2011-January 2012
Contractor, Change Management Transition Team: CHS is one of the nation’s leading operators of general acute care hospitals. The organization’s affiliates own, operate or lease more than 131 hospitals in 29 states, with an aggregate of approximately 19,500 licensed beds. This position had the responsibility for implementing a quality tollgate process utilizing the BMC Remedy IT Service Management Suite. Tollgates were established for the installations of Hospital’s Server Infrastructures and software installations, to include products from McKesson, HMS, HCS, and others.
OptumInsight / Ingenix / AIM Healthcare Services, Franklin, TN 2005-August 2011
Director, IT Quality, Technology Engineering: OptumInsight (previously Ingenix), a subsidiary of UnitedHealth Group, acquired AIM in June 2009. This position had responsibility for Quality and Testing Leadership for teams in Tennessee, Minnesota, and Utah. Healthcare products developed for the Centers for Medicare and Medicaid Services (CMS) and Ingenix Clinical Assessment Solutions Risk Assessments. Leadership responsibilities for the Qualification Testing of Healthcare HIPAA X12 5010 with new ICD-10 code standards. Developed and Implemented an Agile Scrum Tester training module for all of Ingenix Quality Assurance Teams. Implemented StoryTeller, an Automated Acceptance Test process. Leader for the Technology Engineering Quality Assurance Vital Signs Employee Engagement Action Plan program. Managed the QA Department Employee GL Budget of $3 Million.
Assistant Vice President, Quality Center, Information Technology: This position had overall responsibility for the leadership of the Project Management Office (PMO), Quality Assurance, Process Excellence, and Production Control Groups. Responsible for the implementation of Change Management Configuration Management, and a Change Advisory Board based on ITIL V2. Implemented a Quality Six Sigma training program. Advanced the PMO through the use of Quality Tollgates and Microsoft Project Server. Implemented an IT Steering Committee and Line of Business Portfolio Meetings. Implemented IT Governance, modeled from The IT Governance Institute, to include the CobiT and Val IT frameworks.
Director, Quality Assurance, Information Technology: This position reported to the CIO of the IT Department. Hired to build a World Class Quality Assurance (QA) Department that includes Process Improvements Practices. The department was chartered for twelve onsite QA Engineers and Analysts with plans to grow five times the size in four years. Managed two Quality Assurance Projects off shore to India. The Business Model was to advance the off shore business. The projects were primarily WEB bases and developed in .Net in a SQL environment. Purchased and implemented the complete Mercury Test Suites. Implemented a Peer Review System that consists of Walk Through, Audits, and Formal Inspections. Implemented many metrics to show the quality level of the products. Implemented a NUnit Test and Systems Integration process.
Intuit, Plano, TX 2004-2005
SENIOR MANAGER, Engineering Quality Assurance, ProTax: Responsible for the End-To-End Quality Assurance of ProTax accountant products. Intuit develops software products in Lean, Slice, Agile, XP, and Waterfall methodologies. Responsible for the Unit Test, Automated Test, Functional Test, Systems Test, and Process Improvement areas. This group also maintained the Perforce software configuration management system for the overall engineering teams. Lead a direct group of 20 Quality Assurance Engineers and Quality Assurance Managers. Managed the outsource testing with HCL Technologies in India. Automation Test Tools used are Mercury TestDirector/Quality Center, WinRunner/QuickTest Pro, LoadRunner, and LogiGear ABT. Unit Test and Code Coverage utilities include DevPartner Studio, McCabe QA & Test, FxCop for .Net, and NUnit.
Hewlett-Packard Company / Compaq Computer Inc., Houston, TX 1990-2004
SENIOR MANAGER, Automated Test Development, ISSG: Built and managed the infrastructure to support automated testing of server products. Considered an expert in automated testing utilities. Initiated and implemented the following: TestQuest Pro, Alteris eXpress, Mercury Interactive products, Rational Products, WorkSoft Certify, Segue Products, and In-House automated testing utilities. Implemented a WEB based version control system and configuration management system. The programming environments were JAVA, HTML, XML, ANT, and C++. Implemented a corporate wide automated testing process using TestQuest Pro automated test System, and other automated software utilities.
MANAGER, Enterprise BIOS ROM Quality Assurance, ISSG: Responsibilities included people management for ten to twelve advanced level BIOS Test Engineers. Led the development of scripts for IA-32 and IA-64 software driver tests. Designed a SQL test management, tracking and reporting database. Managed the ROM Build and Release and the QA Database Development teams. Implemented MKS Code Source Control system.
MANAGER, Enterprise Quality Assurance, ISSG: Responsibilities included people management for ten to twelve advanced level engineers. Led the Proliant Servers Operating Systems Quality Assurance, and Internal Software Driver Testing teams. The operating systems supported were Microsoft Windows, Novell Netware, SCO Unix, and various versions of Linux. Implemented Failure Mode and Effect Analysis (FMEA), and SEI CMM. Managed the Quality Assurance Outsourcing to BFL in India.
MANAGER, Workstations Options & Graphics Test Responsibilities included people management for ten to twelve advanced level engineers. Other responsibilities included qualification testing of all workstation options and 3D/2D graphics. Utilized advanced application packages and networks to simulate the customer’s environment. Led the BIOS ROM and software development testing. Market segments supported were CAD/CAM, Financial, Digital Content Creation and Electronic Data Analysis. Developed and built this group from conception.
MANAGER, Sustaining & Solutions Test/Internet Development Responsibilities included people management for five to eight advanced level engineers. Implemented an Internet WEB based SQL Database for reporting and tracking of test results. The groups responsibilities included the testing of high-end workstations, utilizing multiple Intel Pentium Pro and Intel Pentium II.
Designed test plans, developed schedules, insured product quality, and created summary closure reports.
SENIOR RELIABILITY ENGINEER, Reliability Engineering Responsibilities included determining root cause of product failures from new products or field failures, for the purpose of enhancing the reliability performance. Performed scientific investigations and failure analysis techniques. Identified, assessed risks, evaluated, and resolved issues associated with integration of any and all piece parts into a deliverable system assembly. Utilized innovative evaluation techniques to identify risks. Utilized cause and effect analysis to address critical parameters at earliest point in life cycle.
EDUCATION
MBA (80%-Distant Ed.), Southern New Hampshire University, Manchester, NH
BSCS, Daniel Webster College, Nashua, NH
MILITARY EXPERIENCE
U.S. Army Special Forces. Secret clearance. Sgt.E-5, Honorable Discharge.
Awarded the Joint Service Commendation Medal by the Secretary of Defense
U.S. Army Special Forces Reserves, Honorable Discharge
ADDITIONAL TRAINING
Asurion
Certified ScrumMaster, Scrum Alliance 2014
Six Sigma Black Belt Certification, Aveta Business Institute 2013
Community Health Systems:
BMC Remedy IT Service Management Suite V 7.6
Ingenix / AIM Healthcare Services training attended:
Agile ScrumMaster Training
Mercury Quality Center, QuickTest Pro, and LoadRunner
HIPAA 5010 & ICD-10 Training
Microsoft Project Server
ISACA IT Governance & Compliance Certificate
ISACA Val IT Certificate
PMI Quality Project Management
Quality Management Training
ITIL V3 Training
Intuit training attended:
Situational Leadership
Microsoft Office Project Web Access
Fagan Formal Inspections
Mercury TestDirector & WinRunner training :( Now Quality Center & QuickTest Pro)
Managing for Productivity Excellence by The Effective Edge
Applied Estimation Practices in Software
Planning and Managing High-Throughput Software Development Projects
HP/Compaq Computer training attended:
ASQ Certified Quality Manager
Rational TeamTest Automation (Robot, TestManager, & ClearCase)
SQE Test Manager training
SQE Automated Test Suites training
Six Sigma Green Belt
SEI CMM training
Leadership Essentials
Interviewing Skills
Covey Power and Leadership
Managing At Compaq Program (Seven Management Classes)
Managing Complex Relationships
Hands-On Datacomm, LAN, & Modem Test Concepts
Physics of Semiconductor Failures
Systems Architecture
PCMCIA and PCI System Architecture