Eddie S. Washington

*** ******* ****** – Tullahoma, TN 37388

Cell: 931-***-**** email: ac1uug@r.postjobfree.com Senior Software Developer Consultant

Qualifications Summary

Results-oriented, professional with over 25 years extensive Information Technology experience. Skills include Software Engineering, System Analysis, Database Design, Database Implementation, System Integration, Web Application, Development Project Lead, Project Planning, and Coordination. Also, a talented ITSM applications developer with solid understanding of implementing, upgrading, administering, maintaining and customizing HP ServiceCenter, HP Service Manager, BMC Remedy, and ServiceNow. Technical Skills

IT Service Management Applications

• ServiceNow

• BMC Remedy

• HP Service Manager

• HP Connect-IT

• HP ServiceCenter

Databases

• MySQL

• MS Access

• SQL Server • Oracle

Languages/SDK/API

• Objective C

• C++

• C

• PHP

• JavaScript

• Bootstrap

• Visual Basic

• HTML

• SQL

• XML/XSLT/XPATH

• BMC Remedy API

• Perl

• JSON

• Parse

• SOAP

• Ajax

• AngularJS

• Swift

Internet/Intranet Servers/Operating Systems

• Mac OS 10

• Unix HP/AIX/Sun

• Microsoft IIS

• iOS

• Windows Servers

• Red Hat/Ubuntu

• Apache

Professional Experience

Service Manager Developer – Unionbank (Subcontract through Cognizant, Inc.) (May 2016 – April 2017)

• Customized out-of-box HP Service Manager forms and workflows to meet organization processes for Change, Incident Management, and Request Fulfillment modules.

• Converting user customization requests into requirements, technical design and coding the solution using the full suite of HPSM Tailoring tools. (Process Designer, Document Engine, JavaScript, Wizards, etc)

• Provided SME guidance in legacy CI data clean up.

• Coding Enhancement modification to Notification workflows using JavaScript.

• Converting user customization requests into technical requirements, technical design and coded solutions using the full suite of HPSM Tailoring tools. (Process Designer, Document Engine, JavaScript, Process, etc.)

• Designing and customizing HP Service Manager 9.41 uCMDB interface objects workflows to integrate with HPSM uCMDB.

• Tailoring and building Web Services to provide external business application access to HPSM 9.41 & HPSM 9.22

• Providing 3rd level support for existing HPSM 9.22 solution Change, Incident, Service Desk, and Fulfillment Modules.

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System Architect III -- FirstEnergy, Akron, OH (Subcontract through Zempleo, Inc.) (2015– 2016)

• Implemented over 300 Service Request Catalog (SRC) Service and Support items.

• Partner with Project Manager to re-test and revise Catalog Items during End User QA testing. This collaboration significantly increases productivity and reduced release defects.

• HPSM Out-0f-Box (OOB) Approval workflow required all approvers to deny a Request for complete rejection. Modified OOB approval workflow utilizing JavaScript and Process Records to implemented Single Approver denial.

• Created HTML format notification content and enhanced existing HTML format notifications.

• Implemented JavaScript management of Request Approval notification recipients. Provide functionality that sends Approval Related Notifications to Approvers and their designated Delegates.

• Investigated and resolved reported Service Request Catalog Issue.

• Developed Oracle Queries to document catalog components. Oracle query results exported to Excel for distribution to Catalog items owners.

• Configured and modified out of box SRC connectors based on business requirements.

• Provide functionality that allows user to designate a line item to send information via a notification to parent quote requester.

ITSM Consultant/Owner at Washington Information Technologies, LLC 2010 - Present (6 years)

• Completed ServiceNow System Administration course July 2014

• Configured BMC Remedy 7.6 DSO for Systems Integration/Modeling & Simulation, Inc. ServiceCenter/Service Manager Consultant -- Nationwide Insurance, Columbus, OH (Subcontract through UNICON International, Inc.) (2010 – 2014)

• Migrated tailored workflow based on customer’s business rules from ServiceCenter 6.2 implementation to Service Manager 9.3 Proof of Concept server.

• Successfully converted 200+ work requests from emails or one-off applications to ServiceCenter / Service Manager request module. Conversion of requests resulted in leadership being able to determine workloads and predict demand.

• Implemented Run Metrics Portfolio Process Team’s Service Measurement Process (SMP) as a fully integrated Service Center module utilizing Document Engine and JavaScript. Also added SMP requests to request module automating management of Run Metric Portfolios.

• Integrated Application Portfolio Run Book that allows application owners to maintain operational and assignment group information on their applications for use by request tickets automatic routing engine.

• Added routing engine to out-of-box request module. Auto routing engine can assign a task to a user or group based on pre-defined business rules.

• Replaced RAD language parameter validation with more robust and versatile JavaScript validation.

• Developed custom JavaScript code to consume SMS web services.

• Built JavaScript regular expression library that verifies input parameters formatting, values and ranges.

• Out of Box requests require all subcategories belonging to a category to have the same number of phases. Requiring all subcategories to have the same number of phases, made grouping of similar requests that did not require the same steps for fulfillment very difficult and time-consuming. Designed and implemented workflow that combine the functionality of the standard phase / steps records with virtual phases. This tailored workflow allowed grouping common requests under the same Category. System Analyst/Senior Programmer -- Nationwide Insurance, Columbus, OH (Subcontract through Robert Dorsey Plus) (2006 – 2010)

• Implemented Employee Self Service (ESS). ESS is an online web / intranet portal that allows Nationwide employees and agents to order IT services.

• Coding customization to out-of-box workflow in support of Nationwide ServiceCenter 6.2 re- implementation for Service Management, Incident Management, Problem Management, Change Management, Request Management and Configuration Management modules.

• Subject Matter Expert, providing guidance in ServiceCenter customization development best practices to Nationwide in-house ServiceCenter developers. Assigned specific coding tasks to development team members. Established and managed development schedules. EDDIE S. WASHINGTON

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• Lead upgrade requirements workshops. Provided guidance on ServiceCenter functionality and technical specifications to process teams for planning of an upgrade from ServiceCenter 5.1 to ServiceCenter 6.2 during requirements workshops.

• Wrote code that performed integrations to external vendors’ Electronic Data Interfaces such as Connect-IT.

• Developed release prototypes and prepared Functional Design, Technical Design and Implementation Plans for customization releases.

• Insured all development activity was in Compliance with Nationwide Software Development Life Cycle Methodology.

System Analyst/Senior Programmer -- Wachovia Bank, Charlotte, NC 28288 (2000 – 2006)

• Wrote customization code to Peregrine out-of-box workflow to support Wachovia Incident Management, Problem Resolution, Change and Inventory Management processes.

• Wrote BMC Remedy C++ API based that interface alarm output from Automated Teller Machines (ATM) network monitor with First Union – Wachovia CAPTURE problem management application.

• Wrote BMC Remedy C++ API interface that automatically forwards hardware problem dispatches from First Union – Wachovia CAPTURE problem management application to Getronics via TCP/IP connection.

• Lead Major and Minor BMC Remedy and ServiceCenter customization development release teams of up to six members. Assigned specific coding tasks to development team members. Established and managed development schedules.

• Lead Systems integration projects of external applications and tools such as NetCool, NetExpert, and LDAP to Wachovia Problem, Inventory, Change and Call Tracking Application (PICCT).

• Wrote external vendors’ Electronic Data Interfaces for BMC Remedy and ServiceCenter Integration.

• Developed release prototypes and prepared Functional Design, Technical Design and Implementation Plans for customization releases.

• Insured all development activity was in Compliance with Wachovia Software Development Life Cycle Methodology.

• Conducted diagnosis of issues referred from tier 2 support personnel. Documented solution. Determine level-of-efforts to perform production fixes.

Program Manager -- Systems Integration/Modeling & Simulation, Inc. Tullahoma, TN 37388 (1997- 2000)

• Managed technical planning, technological development and implementation strategies, marketing, customer relations, and personnel management for SIM&S.

• Designed and implemented in Remedy ARS and ARWeb the Chief of Staff U.S. Air Force (CSAF) Web based Virtual Consultant System (VCS).

• Designed the SIM&S data migration tools suite and led development team in implementing the data migration tools suite.

Senior System Analyst -- Alternative Computer Solution, Hendersonville, TN (1994 - 1997)

• Developed major software modules for the NORTEL (Northern Telecom) GLOBAL Customer Satisfaction database.

• Developed and implemented reporting template functionality in 4th Dimension that reduces report preparation time by 50%.

• Maintained and enhanced the Tennessee Pharmacists Association membership database.

• Designed and implemented a revenue reconciliation application. Application Portfolio

• Document Control and Distribution Application – A web based Manufacturing Document Management application. Implemented in PHP/MySQL

• Pavement Manager – A web based street pavement maintenance scheduling application. Implemented in PHP/MySQL

• Harton Regional Medical Center Intranet Policy & Procedure Database – Policies and Procedures documentation application. Implemented in HTML, HTX/IDC and Microsoft Access.

• Global Networked Enterprise Sales System (GeNESiS) – Mail order publication house sales management system that integrates with United Parcel Service UPS World Ship application. Implemented in Omnis Studio 2.0.

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• Wisco Envelope Inc. Order Status Web Site – A web based application that provides up-to-date order status information to customer inquiries. Implemented in HTML, HTX/IDC and Microsoft Access.

• Lead Management Application – Tracked leads generated by marketing campaigns. Implemented in 4th Dimension.

• OrderTracker – Integrated order-entry, work order generation, invoicing and UPS certified shipping application. Implemented in Omnis 7.3.

• Preventive Maintenance Application – Maintenance scheduling and documentation database application. Implemented in Omnis 7.3

• Circuit Provisions Work Order Track progress and status of telecom service requests and circuit provision work orders. Implemented in Remedy/MSSQL

• Past Performance Summary Database - Tracks summaries of contract work performed by a communication provider. Implemented in Remedy/MSSQL.

• BAFIS Help Desk Cost Accounting Module - A cost accounting application. Implemented in Remedy/MSSQL and Remedy C/C++ API.

Education

BS Aerospace Engineering, Mississippi State University, Starkville, MS 69 hours, Graduate Studies Computer Science, University of Tennessee Space Institute, Tullahoma, TN 36 hours, Graduate Studies Mech. Engineering, University of Tennessee Space Institute, Tullahoma, TN Technical Training

Date Course or Type Institution

2014 ServiceNow System Administration ServiceNow Inc 2014 Amazon Web Services Essential Training Lynda.com 2014 Foundations of Programming: Data Structures Lynda.com 2011 Foundations of Programming: Object-Oriented Design Lynda.com 2011 Foundations of Programming: Fundamentals Lynda.com 2011 CSS for Developers Lynda.com

2011 JavaScript Essential Training Lynda.com

2007 PHP with MySQL Essential Training Lynda.com

2007 XML Essential Training Lynda.com

2005 All Fusion Harvest Wachovia Training Solution 2005 Capability Maturity Model Wachovia Training Solution 2004 IT Lifecycle Development Methodology Wachovia Training Solution 2004 Software Testing Fundamentals Wachovia Training Solution

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