AMIT GOYAL

Email: amittgoyal@gmail.com, Mobile: +91 9899327689

CAREER SUMMARY

 8.5 years of experience in Production Support

 Currently associated with hCentive Technology India Pvt. Ltd., Noida as a Lead Support
Engineer.

 Analysing and investigating defects and faults, and tracing them till final resolution

 Works on cross-functional teams to proactively address support issues.

 Resolving Customer’s issue through Root Cause Analysis, replicating, and troubleshooting.

 Extensive experience with Agile/scrum approach and waterfall SDLC-based methodologies.

 Fixed to problems by own responsibility, and rectifies errors by modifying the system or
databases, making use of various Clearing House modules, Linux and SQL.

 Reporting of status to project team and management

 Creates and maintains documentation for supported applications.

 Coordinates with customers to resolve technical support issues.

 Responsible for tracking of trouble tickets and resolution of escalated incidents.

 Answer technical support queries and implements fixes for application problems.

 Manage several external clients as it applies to the Support department.

 Train internal and external clients on eProcurement technologies and processes

 Functioned as a Level support I and eventually promoted to Level Support II in a software

support environment

 Problem solver - Recognized for "issue resolution excellence"

 Excellent trouble-shooting and reverse engineering skills

 Ensure application availability in the 24x7 hours and maintaining the SLAs as per GSLA.

 Good working knowledge of Unix/Linux/Solaris Operating Systems.

 Ability to handle multiple tasks and work independently as well as in a team.

 Doing deployments of new enhancement requests.

TECHNICAL SKILLS

S/W Languages: C, Shell Scripting

Operating Systems:
 Linux (RHEL, Ubuntu, Debian)
 Sun Solaris,
 Windows XP/7, Win 2003 server & Win 2008 server

Tools:
Defect Tracking: JIRA, MKS
SCM: MKS, GIT, SVN
 Automation Testing Tool: Selenium, Perl Script and Shell Script, Jenkins
Development Tool: Vim 7.2, Eclipse, Source Insight
Virtualization Tool: VMware
Test Case Management: Test Link, MS Excel
Others: Putty, WinScp, Cygwin, Apache Tomcat

Database: MYSQL, MongoDB 3.2, PostgreSQL 9.3,

ESB: JBOSS Fuse

Protocols: FTP, SFTP, HTTP, HTTPS, TCP/IP, SSH Secure.

File Format: EDI ANSI 834 Enrollment Implementation Format, JSON, and XML.

Others: Cryptography, TIBCO

ACADEMICS

B.Tech in Information Technology from Uttar Pradesh Technical University with an aggregate of 75.14%

CAREER PROFILE

Dates Organization Role

May 2014 - Present Hcentive Technology India Pvt Ltd Lead Support Engineer
Apr 2011 – Nov 2013 SafeNet Infotech Pvt. Ltd. Support Engineer
May 2009 – Jan 2010 IdeaFarms Production Support
Jan 2007 – Apr 2009 Aricent Technologies Software Engineer

PROFESSIONAL EXPERIENCE

Projects at HCentive Noida, India May 2014 – Present

Web Insure Gateway (WIG)

The SSWIG is a Framework to support multiple Hcentive products like PHIX, HIX, WEM. This Products do
several operations on those files which is processed from one Hcentive product to another. It do
operations like transformation, encryption, validation, splitting, archiving etc. It also support third –party
software which is bonded via HCentive Products. WIG follows standard like HIPAA in their
implementation.

Environment: Linux, JBOSS Fuse, JIRA, XMLs, JSON Scripts, AWS, Test Link, Jenkins, MongoDB, Google
Products, Apache Maven, GIT, EDI, JSON, AWS Cloud, Java, Selenium

Customer: Coventry, Alliant, Delta Dental, HA, Guardian

Team Size: 20

Roles and Responsibilities:

 Manages tickets and move cases into a higher level of solution agreement
 Attended daily status meeting to follow-up and resolve outstanding group issues
 Ensure Daily maintenance and support activity of the application. Doing feasibility study
whenever there is any new enhancement request.
 Ensure deployment of any new enhancement request.
 Facilitates effective Impact Analysis and Effort estimations.
 Effectively provide third line support for application including handling faults raised by users and
carrying out various proactive maintenance activities, to minimize fault levels.
 Working with the Application Support Group to determine nature of fault, fault resolution, etc.
  Ensure that enhancement and maintenance of existing scripts pertaining to application and
thereby improving both on business processes and performance.
 Possesses understanding in the areas of application programming and database.
 Leading a team of 8 Member.

Projects at SafeNet Infotech, Noida, India Apr 2011 – Nov 2013

Hardware Security Module (HSM)

The SafeNet HSM Payment is a standalone Hardware Security Module (HSM) designed for retail Electronic
Funds Transfer (EFT) payment system processing environments for credit, debit, and chip card and
internet applications. It offers cryptographic processing and software upgrade capabilities as per the
Federal Information Processing (FIPS) standard.

Environment: C, Linux, Perl and shell scripting, pkcs#11 standards, JIRA, AWS, Selenium

Customer: SBI, OCBC, FDI, SUN, UOB

Team Size: 25

Roles and Responsibilities:

 Ensure Daily maintenance and support activity of the application

 Effectively provide second line support for application including handling faults raised by users
and carrying out various proactive maintenance activities, to minimize fault levels.
 Working with the Development team to determine nature of fault, fault resolution, etc.

Projects at IdeaFarms, NewDelhi May 2009 – Jan2010

Individual Inward Call Management Solution (IICM)

Currently working upon Call management module and handling of IICM system. The IICM application
provides the subscriber single number with management facility for their inward calls. Calls Handling like
screening of numbers and taking actions on those. Intimate them through SMS management and Text
Auto-response, multiple numbers managements.

Environment: C, Linux, Asterisk, MySQL, MKS

Customer: Idea Farms Product.

Team Size: 5

Roles and Responsibilities:

 Manages tickets and move cases into a higher level of solution agreement
 Attended daily status meeting to follow-up and resolve outstanding group issues
 Ensure Daily maintenance and support activity of the application. Doing feasibility study
whenever there is any new enhancement request.

Projects at Aricent Technologies Gurgaon Jan 2007 – Apr2009

Westell ADSL: Westell ADSL Router Project

Westell ADSL project: The scope of project includes feature development and sustenance engineering
activities on the ADSL modem of the customer. The feature set in the modem includes PPPoE, PPPoA,
NAT, NAPT, Static IP, DHCP client/server , RIPv1, RIPv2, Firewall, Ethernet Switching , VLAN tagging,
Wireless 802.11b/g, Remote Management using DSL Forum TR-069 specs, LAN management using DSL
Forum TR-064 specs. The purpose of this project is to develop User Agent Client and User Agent Server.
This router also enhanced by SIP enabled services.

Environment: C, Linux, ACS Simulator, TR069, TCP/IP, ARP, PPPoE, MKS, Perl, Selenium

Customer: Westell
Team Size: 20

Roles and Responsibilities:

 Testing of Modem CD Router, fixed issues related to NAT, Firewall and TR-069.
 Responsible for routing and networking functionality of the modem.
 TR-069 support for parameters.
 Implement a new Feature based on SIP protocol.
 Support 24X7 Product Support.

CERTIFICATIONS AND ACHIEVEMENTS

 Won prizes in inter college championship (Technical & Non-Technical) at Graduation Level.
 Award for Best Project (Lexical Analyzer) in NALANDA (Training Centre) in Aricent.
 Secured First position in the final year of B.Tech.
 Award in March 2012 at Safenet InfoTech Pvt. Ltd., Noida.
 Certificate of Completion “HIPPA Privacy & Security Training for Business Associates”.
 Awarded “Monthly Spotlight Award” for the month of Jan, Sep 2015 at HCentive.

INTERESTS

 Collecting and Tabulating Cricket Stats and Records.

 Listening to Hindi Songs.

 Solving Puzzles and Crosswords.

PERSONAL VITAE

Father’s Name: Mr. Arun Goyal

Date of Birth: 23rd Dec 1984

Sex: Male

Marital Status: Married

Passport Details: M1856574 (US Visa: B1 Granted Nov’14- Nov’24)