Sidney Williams
QA Subject Matter Expert
Berkeley,CA
Summary
Industry Subject Matter Expert providing advanced technical knowledge and analysis of highly specialized applications and operational environment. Perform complex functional systems analysis, design, training and implementation advice on complex problems, including esoteric problems requiring extensive knowledge of subject matter.
Overview
15
15
years of professional experience
Work History
QA Subject Matter Expert
Accenture @ Google
01.2018 - Current
- Implemented clear overall quality strategy with scalable process, tools, and systems that allow resource efficient monitoring of decision accuracy and align to client contract agreement.
- Assessed quality issues, conduct root cause analysis and work with operations team to improve quality performance.
- Coordinated with clients on implementing new hire training, ensuring knowledge base is up to date, policy updates, continuous educational training of tenured production employees.
- Served as point of contact that supports analysis on business performance to drive operational change around core operations and adoption of new processes.
- Improved user productivity and efficiency through system training and support.
Content Review Operations Specialist
BC Forward/Vaco
10.2014 - 01.2018
- Performed wide variety of application policy reviews on client application.
- Takes action by violating apps and uses content and application portal for compatible devices.
- Protected and improved user experience of products and services
- Reviewed large volume of apps and has critical understanding of abuse and policy issues and keeping store compliant.
- Tracked and analyzed reports to determine needed improvements.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Technical Support Analyst
Spencer Technologies
06.2014 - 09.2014
- Worked in command center, support Linux based POS technology.
- Worked with current client GAP HQ during company wide Store to Cloud deployment which includes conversion of Windows XP based registers and ISS to Linux.
- Assisted onsite technicians with installation, including walking them through conversion when needed, running LINUX commands to check progress, pinging devices to confirm completion of installation and using dedicated bridge line to release technicians from site.
- Used ticketing system, creating tickets to document actions and resolve issues when needed. Insuring Service Level Agreements (SLA) is met.
IT Manager/Lead Medical Biller
Wheelchairs of Berkeley
11.2007 - 12.2013
- Maintained, updated, and managed practice management software, PACWARE, company-wide servers in Windows Server 2003/2008 and Linux Environment.
- Network Administered VPN and various remote protocols for private and secured online communications away from office. Also Billed Medi-Cal, Medicare, and Private Insurance for Durable Medical Equipment.
- Secondary Billed for Co-Payments and Patient Responsibilities for clients in timely fashion allowed by Medi-Cal Remittance Advice, Medicare Remittance Notice, or Explanation of Benefits.
- Posted payments and collections on regular basis.
- Responded to customer concerns and questions on daily basis.
Education
Some College (No Degree) -
Skyline High School
Oakland, CASome College (No Degree) - Computer Information Systems
Devry University
Newark, CASkills
- MAC OSX
- Access
- Excel
- Outlook
- PowerPoint
- Presenting Cases
- Agent Support
- Windows 10/11
- Operational Efficiency
- Leadership
Languages
- English
Timeline
QA Subject Matter Expert
Accenture @ Google
01.2018 - Current
Content Review Operations Specialist
BC Forward/Vaco
10.2014 - 01.2018
Technical Support Analyst
Spencer Technologies
06.2014 - 09.2014
IT Manager/Lead Medical Biller
Wheelchairs of Berkeley
11.2007 - 12.2013
Some College (No Degree) -
Skyline High School
Some College (No Degree) - Computer Information Systems
Devry University
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