|
4289 Moccasin Trail (770) 928-2215 (678) 770-6333 Ibrahim.akar@gmail.com |
Ibrahim A. Akar Click here for a Word
Version
|
General IT Experiences |
q Developed over 20 Help desk and various other applications
using BMC’s Action Request System and ITSM suite. Over 12 years of
Remedy development experience from versions 2.x to 7.x. q Excellent requirements gathering, documentation,
communications and presentation skills.
q Manage databases in the Sybase, Oracle and Microsoft
environment. Responsible for user accounts/ privileges, database maintenance
and backups. Table creation, stored procedures and triggers were also common
activities. q
Designed multiple Internet/intranet web
sites using HTML, JSP, ASP.Net, VBScript, ASP with q
Administrator for the following computer
environments: Sun Enterprise Servers, Ultra I and II and SPARCstation’s
running Solaris 6.x, 7.x, 8.x. HP 9000 K420 running HP-UX 10.10 in a multi
node MC/Service Guard environment; Multiple Intel based systems running Windows
2000-2003, Windows NT Server (3.51 and 4.0) and OS/2 LAN Server. q Administrator of the following software systems: Sybase Enterprise
Server 11.02; Microsoft SQL Server 6.5, 7.0, and SQL Server
2000/2005, Remedy ARS Servers 2.x, 3.x, 4.x, 5.x,6.x and 7.x. IIS 3.0/ IIS 4.0/ IIS 5.0/ IIS 6.0, Netscape
Enterprise Server, IPlanet, Sun One 6.1 and Apache web servers.
|
|
Experience |
Ø October 2007 – Present Quality Technology Services Senior
Remedy Engineer q Installation and Configuration ARS 7.0.01
, Email engine, Mid-tier 7.x. Windows 2003 R2 and SQL Server 2005.
Administration and backup of database. q Installation of ITSM, Customization and Configuration
of same. This includes Incident, Problem, Asset, SLM and CMDB 2.x . Migration of data and tickets from two version 5
Remedy Custom applications into ITSM. q Integration work to create Incidents from SolarWinds
Orion Network Performance Monitor via an XML web service. Also creation of
Requests & Incidents via email. 7000+ external users. Ø April 2007 – October 2007 CapGemini
Senior
Remedy Architect / FAIRPOINT Project q Architect for a major Remedy implementation for a new
Telecom Company q Major Integration work with Wisor, Ventex Workforce
Management, Metasolv, Siebel CRM and Netcool via IBM MQ (JMS) and DataPower q Team lead for 10 off shore developers and 2 onsite
plus a project manager q Provided leadership in creation of JIA Documents,
Process Flows, Use and Test Cases. q BMC Remedy version 7.1 and TuringSMI OS3 version 4 Ø Feb
2007 – April 2007 Micron
Technology, Inc.
Boise, ID Senior
Remedy ITSM Consultant / Developer q Modifications of ITSM OOB Suite q Re-writing workflow objects to enhance Asset Contract
module q Modifications to CMDB q Involved in migration, administration of ARS7.1 and ITSM 7 q Creation of Email templates, escalations, filters, Guides, forms etc. to enhance ITSM 7 suite of products Ø
April
2006 – Feb 2007 BMC Software Senior
Remedy workflow technical support q Backline Technical Support for Workflow issues. q Number one in team for first call resolution and
ticket closures from the first week I was on the phone q Number one worldwide in first call resolution and
ticket closures at BMC Software consistently week after week q Installed and configured many ARS and mid-tier
servers live and on the phone running versions 6.x and 7 on all flavors of
databases including Oracle and SQL Server q Supported Email, EIE, Flashboards and all workflow
related objects in version 6.x and 7.x Ø August 2004 – March 2006
Senior
Remedy Developer / Web Developer q Major enhancements to homegrown and Remedy’s ITSM
applications. q Upgrade of three Solaris based ARS/Mid-tier 5.01
servers and one Windows server to version 6.03 q Upgrade of 3 Solaris based ARS 5.1 Servers to ARS 6.3 q Upgrade 1 Windows Server 2003 running ARS 5.1 to ARS
6.03 q Upgrade of Oracle Database to 10.x – previously at
8.17 q Upgrade 3 Solaris based Iplanet
web servers to Sun One 6.1 web servers q General
support and sync up of development, test and production servers. Ø February 2004 – August 2004 Earthlink, Inc. Senior
Remedy Architect / Web Developer q Major development effort for a Service Level
Management application which includes Remedy SLA, a home grown Remedy Help
Desk application, Flashboards and DSO. q Three-tier
enterprise system – Application server, database server and web server with
load balancing for three mid-tier servers. q Sun
Solaris platform, Oracle Database, Remedy ARS 5.12, Flashboards 6.0, Mid-tier
6.1 and Crystal Reports server 10.x Ø May 2002 – November 2003 Senior
Remedy Developer / Web Developer q Installed and configured ARS 5.01 on Sun Solaris
Servers and Windows 2000 Server.
Configured Mid-tier and New Atlanta JSP servers on Sun Solaris running
IPlanet 6 and Windows 2000 running IIS 5.
Built reporting interface using JSP, JDBC and Oracle.
q System and application set up to take advantage of a
three-tier enterprise system – Application server, database server and web
server with a firewall between each tier. All servers had a failover system
at a separate location for security and reliability purposes. q Applications deployed using Oracle 8.7i q Developed web applications in ARS 5.x for external
clients and internal users, Oracle 8i (ARS Database), ARS 5.x and IIS 5.0. Entire
applications built and tested using Relative position views, JSP, HTML and
JavaScript. Applications take advantage of most of the new ARS 5.x features
including reporting, new email daemon and centralized preferences. q Created
the ability to calculate and visualize a relationship tree between all linked
components in an ARS 5.1 database using JSP, HTML and Oracle JDBC. The
components in the application regularly run 4-7 layers deep with 50+
components. The tree calculates the limiting component Rating
(how much electricity can flow) for the components which make up the
transmission line. This enables transmission owners and grid operators to
quickly identify problems, and calculate if they are going to overload
transmission lines. q Created
Ticket Exchange ( Ebonding) with AT&T using ARS 4.52, HelpDesk 4.x, Java,
XML and Perl Ø July/2001 – March 2002 Strategic Technologies, Inc. Senior
Remedy Developer / Web Developer q Designed and developed Web / Support Portal for
Strategic Technology support contract customers using Helpdesk, Asset 4.3 and
a custom application. q Developed web-reporting interface for external users
using ASP, Oracle 8i (ARS Database), ARS42i 3.0 and IIS 5.0.
Website built from the ground up. q Installed and configured Remedy Web 4.1. Ø Jan /2001 – July/2001 Lead
Remedy Developer / Web Developer q Built custom application that allows CAL ISO and q Upgraded Remedy servers to version 4.5.2.
q Installed Remedy’s Help Desk, Asset and Change
products. Ø Oct/1997 – Jan/2001 BellSouth.net Lead
Remedy Developer / Web Developer q
Built multiple Wintel based
reports Web Servers running IIS 4.0 and Windows NT 4.0. Managers can
navigate reports generated on an q
Lead Remedy developer for the
entire company (9 developers in all). Developed Remedy system that is tightly
integrated with a Web-Objects based order entry
application. The application handles all aspects of circuit, IP, Router and
CSU/DSU provision, Capacity Management, Change Management, Trouble ticketing
and Service Level Agreements. q
Created Forms, Active-links, Filters,
DSO filters to manage workflow, enable-reporting capabilities with time
matrixes, enforce Service Level agreements and Change Management. Also, an integral player in the ARWeb
and FlashBoards deployment. q
Migrated ARS to version 4.0 and HP
platform to Sun. q
Received five BellSouth.Net
Awards for exceptional contribution in developing the Business Dedicated
Support Application in Remedy and for leading other major projects such as Ø July/97 – Oct/97 Intel Corp. Folsom, CA Remedy
ARS Administrator / Developer q
Contributed in building a Worldwide Help
Desk ticketing System in Remedy. Developed procedures using “C” and “ISQL” to
extract data from human resources data systems and dump data into Remedy
tables. q
Created Schemas, Active-links, Filters,
DSO filters to manage workflow and enable reporting capabilities. Ø May/95
– May/97 MCI Telecommunications Remedy
ARS Administrator / Web Developer q
Tasks encompass the entire Remedy
software development lifecycle from requirement analysis through
implementation. Specific tasks include designing schemas, active links,
filters, escalations, and menus and distributed server operations. Advanced
tasks include complex SQL queries, integration of third party vendor
applications such as paging and e-mail with the Remedy ARS environment. I
designed and implemented a Remedy based user interface for the Business
Markets Library division and the InternetMCI external helpdesk based on their
respective workflow and business needs. |
|
|
Ø Jan/95
– June/96 Technology Service
Solutions (IBM) IBM K-12 Network Support
Engineer q
Technical support of K through 12
clients across the nation q
Technical duties included Novell NetWare
(2.15 –3.12) installation and problem resolution, support of IBM educational
software. q
Other duties included testing of
pre-release software and hardware compatibility issues. |
|
|
Founded
and created the following Websites/Organizations: q ArsDeveloper.com (Founder) q Africa's Promise (Founder) q PyraSoft, Inc. (Founder) q Jwaya.com
(Built using ASP.Net and XML) |
|
Education
|
1989–1994 Kennesaw State
University ·
B.Sc., Computer Information Systems. |
|
Training |
·
ASP with Charles Carroll ·
Advanced ASP with Charles Carroll ·
Sybase SQL Server 11.x (Installation and
Administration) ·
3.x and 4.x Remedy Admin and Advanced Admin
Topics ·
ARS 3.2 and 4.0 Performance and Fine
Tuning ·
ARWeb 3.0 ·
ARS 6.x and 7.x Admin 1, 2 and 3. ·
NetWare 4.x, Windows 95, NT Server
4.0, IIS 3.0 & IIS 4.0 |
|
Experience in: |
·
XML, ASP.
Net, VB.Net, C#, JSP and advanced DHTML. |
|
Interests |
Politics, Soccer, Travel
and the Internet development process in third world countries. Founder of |
|
Languages |
Fluent in English, Arabic
and Hausa. |