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Management Technical Writer

Delhi, India
November 13, 2017

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Neetu Aggarwal

Phone: +91-991*******; Email:

Lead Business Analyst


12+ years of experience in Telecom consulting, Business Analysis, Requirements gathering, Requirements elicitation, Design process, Implementation, Testing, E2E testing, Product & Domain training and Post implementation onsite-support.

Certified Scrum Master .

Frameworx and eTOM certified.

ITIL certified.

TOGAF trained.

Skilled at producing project plans, MOM, system documentation, process documentation, documentation plans and design descriptions, procedure flows and all types of technical documentation.

Experience in root cause analysis, gap analysis, troubleshooting, problem resolution and change management, as well as possessing extensive experience of identifying potential solutions and presenting the proposals to client/management team.

Extensive experience working in Agile Methodologies that includes taking scrum calls as a scrum master, user stories creating, user stories elaboration, backlog planning sessions, defect review meetings, user stories acceptance with product owner.

Well versed in process narratives, flow charting techniques using UML, and good documentation practices.

Good working experience in tight deadline Sprints.

Collecting, understanding, and transmitting the business requirements for the project, and translating these into functional specifications and make sure that these are communicated to whole team with keeping the information for all on same ground.

Extensive experience with Software testing that includes defects analysis, defects fixing, requirements analysis, defect management and production verification testing.

Instrumental in ensuring a successful UAT with the client.

Extensive experience in roles such as Project management and Senior Business Analyst with comprehensive knowledge to the full Software Development Life Cycle (SDLC) methodologies, frame works and processes.

Experienced in managing requirements from project inception through release.

Good domain knowledge and work experience in Order Management, Retail, and Telecom.

Well versed in project management tools like MS Project for project planning and project scheduling.

Organized JAD sessions to gather requirements at various stages. Good understanding of project process and ability to analyze business problems and identify solutions. Worked extensively with the team to meet business requirement, create prototypes and analyze workflow.

Experience in dealing with web services (analysis of XMLs using SOAP), web technology related application and experience in infrastructure design changes.

Effective in executing multiple tasks and assignments ahead of schedule. Strong Image for dedicated teamwork, high energy, work ethics and commitment with capability to handle new technologies and situations. Proven the ability to be available for team and client beyond timeline.

Experienced in creation of use cases, sequence diagrams, test cases, SRD, TRD, DFD, PPT and Proposal Documents.

Worked on WSR, DSR and Engagement Reports.

Skilled in working SQL Queries, MS Office, MS Visio, Enterprise Architect, and AutoSys.

Demonstrated ability to manage multiple projects simultaneously. Skills

Analysis Tools

Microsoft Visio, Excel, Word, Project, Powerpoint, Access and SQL Server Rally, SOAP, XML, AutoSys, DOORs, Enterprise Architect Conceptwave Order Care and Catalog Management

Relational database systems, data warehouses, and ETL processing Operational Excellence

User stories creation, backlog elaboration, planning poker, estimation, product evaluation, product acceptance using Agile methodology.

Provided LEAN evaluations, continuous improvement and thought leadership by developing product roadmaps. Composed best practices for deliverables at all stages of project life cycle. Analytical

Process Modeling

Business Requirements Developement

Building Prototypes

Testing and Validation

Business and Technical Remediation

Test Scenarios, Scripts and Defect Management

Gap Analysis, Risk Assessment and Mitigation


English Language : IELTS (17IN039512AGGN001G, 13/05/2017, L-7.5, R-8.5, W-7.0, S-6.5) ECA from WES : Bachelor’s Degree (three years) and Bachelor’s Degree (four years) Experience

Lead Business Analyst Ericsson, Noida from Aug 2014 – till date Sr. Business Analyst Xavient Information Systems, Noida from Aug 2006 – till 15 Aug 2014

Business Analyst Dish Network, Englewood, CO from Oct 2007 – Jan 2008 (@ client side) Business Analyst Soft-Serve Technologies/AICB from Aug 2004 – July 2006 Projects


I. TLS BSS Solution for E-ticketing system

Client : Translink Systems B.V., Netherlands

Role : Lead Business Analyst

(May 2015 – Till date)

The BSS solution supports key Translink business processes around the OV Chip Card (and other carriers in the future) in a flexible and efficient way. BSS delivers Order Management, Customer Management, Contract Management, Billing capabilities and BO Reporting to support services and products related to the OV Chip Card life-cycle. BSS integrates with Translink internal and external systems and supports Business Partners, PTOs and OV Chip Card users. Translink BSS solution is built on the following E/// products: EOC 14.1.1, BSCS iX V4.0, OpenSSH FTP Server, BO V4.1 Responsibilities:

a. Requirements analysis

b. Stakeholders meetings to commit the requriements, followups, solution acceptance c. Requirements elaboration to dev and testing

d. Gap analysis

e. As a Business Solution Architect attended the workshops related to GUIs and Reports at client side and get the complete scope approved. (Visited client office 3 times, Translink Systems B.V., Amersfoort, Netherlands) f. Low Level Design document creation per drop wise for GUIs, Reports, Use Cases, Business Processes covered in complete BSS solution.

g. To check the technical feasibility of GUIs and Reports at interface level (includes BSCS, EOC and all 3P interfaces) h. BSS GUIs and Reports feasibility check as per the business processes and process scenarios defined. i. To propose new designs for BSS GUIs.

j. To co-ordinate with stakeholders to finalize the requirements. k. To analyse the web services request and response II. Comcast Resiliency

Client : Comcast Corporation, Philadelphia

Role : Lead Business Analyst, Scrum Master

(October 2014 – Apr 2015)

To implement Resiliency program on Comcast’s existing long deployed applications to reduce incidents and impacts resulting mainly from both Application specific and Services specific. The solution being built to improve underlining IT and Network infrastructure resiliency to better service business and customers. As part of resiliency the focuse on improvement areas such as active-active architecture, operational scalability, segmented small failure groups, caching and network event survivability. Responsibilities:

a. Handle the scrum team

b. Requirements analysis

c. Stakeholders meetings to commit the requriements, followups, solution acceptance d. Sprint planning sessions

e. Backlog, defect review, user stories acceptance meetings f. Requirements elaboration to dev and testing

g. Gap analysis

h. User stories acceptance

i. Sprint management on RALLY: user stories creation, task creation, defect log j. Planning Poker

k. Documents: Functional Specification, Query Log, Release Notes Xavient Information Systems

III. Retail Point-of-Sale System

Client : Comcast Corporation, Philadelphia

Role : Sr. Business Analyst

(August 2011 – July 2014)

The POS system or Sales Portal is a user interface application created for web and iPad both, that allows qualified agents to enter orders for Comcast services either door-to-door or at kiosks. The application is built on re-usable (widget) UI components able to communicate to each other and the home application to provide the required functionality. The user-interface is integrated with Comcast provided back-office APIs to accomplish the business funcitons which basically includes agen authentication/authoraization, localize customer, offers presentable, offer configuration, financial check, installment, payment capability, fulfillment options, customer agreements, order submission. (This application is currently in production) Responsibilities:

a. Requirements analysis

b. Stakeholders meetings to commit the requriements, followups, solution acceptance c. Sprint planning sessions

d. Scrum handling

e. Backlog, defect review, user stories acceptance meetings f. Requirements elaboration to dev and testing

g. Gap analysis

h. Prototype creation

i. Services testing (using SOAP)

j. Stories verification before deploying to any env k. Test Cases verification

l. Testing in all environments: Dev, QA, INT, SOAK, Prod m. User stories acceptance

n. Sprint management on RALLY: user stories creation, task creation, defect log o. Planning Poker

p. Session tracking in case of any failure, cross verification at biller q. Systems worked on: TAS, TOLAM DB, DDP, CSG Biller r. Documents: Functional Specification, Query Log, Release Notes IV. Order Management Application (based on Conceptwave) Client : Comcast Corporation, Philadelphia

Role : Sr. Business Analyst

(April 2009 – Jan 2010)

Worked on differrent VOMs (Vertical Order Manager) which is basically a self-contained Order Management Application for a specific LOB or Product for e.g. Symphony wireless, DTA, FPOM, Common. To elaborate more about VOM: Symphony provides added value in automating and auto correcting the flow of data between Comcast billing systems and Provisioning systems; COMMON is a Centralized repository where the replica of all the orders from other VOMs like Symphony, DTA, FPOM, SWOM get created; FPOM Receives orders to support life cycle of Unlimited Plus (Family Plan), it also receives orders created in the Biller through Symphony; The purpose of the DTA project is to reclaim analog bandwidth for use by HD and additional digital content. V. Symphony

Client : Charter Communications

Role : Sr. Business Analyst

(Jan 2010 – June 2011)

The Charter Business (CB) product management organization has defined a need for the creation of a unified web service platform for service delivery to CE devices and the third party integration efforts. Symphony is a front door for CE devices to interact with Charter cloud. Initially it only handled video services which was used to describe a simple but broad set of information related to video subscriptions such as Basic, Expanded Basic, HBO and Showtime. An end client was able to send requests pertaining to access and manipulate accounts, member settings as well as personalized features such as preferences, favorites and recommendations. Client was also be able to access catalog, channel, programming and title information. Symphony is basically a transformation and type conversion framework which implements logic and data isolation. Symphony routes use Enterprise Object Schema for calling Ovation services and getting back responses.

VI. Muve Music

Client : Cricket Communications

Role : Business Analyst

(June 2011 – Aug 2012)

Muve Music is a first-of-its-kind digital music subscription service that bundles unlimited song downloads and tones with a wireless carrier’s voice and data service offering. Muve Music is not a direct-to-consumer service. The distribution model relies exclusively on carrier sales channels with the Muve client software preloaded on the device. Muve Music creates value for wireless carriers by driving Subscriber growth with a differentiated product, increasing rate plan revenue and lowering churn. Muve Music is paid for operating the service which includes delivering new product innovation, managing the platform, programming the service and hosting of other services.

VII. TechPortal

Client : Dish Network

Role : Sr. Technical Writer / Business Analyst

(April 2009 – April 2011)

Tech Portal Management is a web-based application that has been primarily developed to manage, monitor, track, and organize the lines of call processing activities to support the customers in business to customer environment. The application enables the user to understand and track the technical issue of customers and provide the solution for the same. VIII. Knowledge Base

Client : Xavient Software Solution

Role : Technical Writer / Business Analyst

(June 2008 – March 2009)

Knowledge Base is a content management application and a stop – shop for users to manage technology related documents, knowledge sharing, schedule trainings and meetings, post their suggestions and blogs. Users can post their questions and suggestions via e-mail and manually on the application. Metadata search engine is its biggest feature. IX. AskDW Web Portal

Client : Dish Network

Role : Technical Writer / Business Analyst

(Jan 2008 – Aug 2008)

AskDW is a web portal which is accessible to all Data Warehouse users over the intranet environment and provides the ability to manage all Data Warehouse related activities. This web portal contains DW metrics, self service tools, report request form creation, FAQ, metadata search engine, data dictionary, business intelligence, standards & procedures, queue & priorities, policies and procedures etc. It is a one stop-shop for all the data warehousing users to get their data at one place. Main focus of this application is to generate the reports of millions of records and user can customize it accordingly. X. Process Documentation

Client : Dish Network

Role : Technical Writer

(Oct 2007 - March 2008)

This project is based on a central database where data from different resources like Team Track, NT Report Directories, and Hyperion Reports, UNIX Batch Code, Oracle System Tables, TD System Tables, TD Staging Area, and HR Module is extracted and loaded based on logics. To extract and load data Informatica tool is used. XI. Custom Argo shipping, LP – QMS

Client : Dish Network, LP Builders

Role : Technical Writer / Business Analyst

(Sep 2006 – June 2007)

The Builders Advantage rebate program is offered by LP to qualified residential home, builders to provide incentives for use of LP building materials. Custom Argo Shipping application manages shipping information such as Deliveries, Delivery lines, Launch Documents, Carrier and Tracking information for EchoStar. LP - QMS application provides the ability to manage quality related data of various products for multiple sites in a simple and user – friendly manner. Responsibilities:

a. Requirements gathering and analysis, elaboration to dev and testing b. Creation of Project Plan, SOW, and Signoff documents. c. UML designing of the application which includes Use cases and Activity diagrams d. Clarified client requirements, business needs and project objectives, via feedback sessions and client meetings. e. Understanding of mappings and workflows

f. Process document creation

g. Conducted business analysis, project assessment and feasibility determination. h. Analyze UNIX scripts and log files.

i. Analyze mappings & workflows.

j. Understand SQL queries.

k. Modules / Functions documentation.

l. Developed user manual of the application

m. Stakeholders meetings to commit the requriements, followups, solution acceptance n. Backlog, defect review, user stories acceptance meetings o. Gap analysis

p. Prototype creation

q. Services testing (using SOAP)

r. Test Cases verification

s. Documents: Functional Specification, TRD, BRD, SOW, Project Plan, Use Cases, User Manual, Query Log, Release Notes XII. Soft Serve Technologies Ltd/AICB (Aug 2004 – July 2006) Role : Computer Coordinator

a. Created user manual of Braille Note (6 keys system device with speech output made for visually impaired to record their data. In this, to make their files they use MS office, which is already installed. The main features of this device are Calendar, Time, Notepad, Folders, and Keynotes etc. This is a very small handy device having no visual display). b. Created user manual of JAWS.

c. Prepared online help of Kurzweil (Scanning software with speech output) d. Inscribed website contents of SoftServe Technology Pvt. Ltd. e. Tested and prepared a report on Accessibilityworks software of IBM. f. Worked on JAWS (Job Access with Speech), a screen reader made for Visually Impaired. Also check the regular updates in it. Checking the compatibility of JAWS with other Software and Programming Languages so that visually impaired people can also work on them.


a. M.Sc. (CS) from Maharishi Dayanand University, Rohtak, India. a. Bachelor of Commerce from Delhi University, India. b. DNIIT from NITT, India.

Personal Details

a. Passport : L5794925

b. Visa : US Visa (10 years)- B1/B2, Schengen Visa (5 Years) c. W/O : Mr. Agrim Grover

d. Date of Birth : 3rd Oct. 1981

e. Address : KP - 174, IInd Floor, Pitam Pura, Delhi f. Nationality : Indian

g. Languages Known : English, Hindi

(Neetu Aggarwal)

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