Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Harshal Kale

Toronto,ON

Summary

Dedicated and focused Project Management Specialist with over 10 years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements. High-achieving management professional possessing excellent communication, organizational and analytical capabilities. Devises innovative solutions to resolve business and technology challenges. Eager to advance business goals through careful team management

Overview

7
7
years of professional experience
1
1
Certification

Work History

Project Manager

Infosys Technologies
02.2023 - Current
  • Developed and implemented service strategies, policies and procedures to ensure IT services met customer needs.
  • Identified opportunities for improvement in existing IT processes and systems, then developed and deployed new solutions.
  • Monitored the performance of all IT services to ensure SLAs were being met or exceeded.
  • Managed a team of technical staff to provide effective support for end users.
  • Developed and maintained processes and technology roadmap to achieve business objectives.
  • Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
  • Coordinated resources across multiple departments and teams as needed for successful completion of projects.
  • Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
  • Facilitated daily stand-up meetings to discuss progress, impediments and plan for the day's tasks.
  • Organized sprint planning sessions to ensure team members understand user stories and acceptance criteria.
  • Coordinated with stakeholders to prioritize backlog items and ensure alignment with business objectives.
  • Provided guidance on Agile Scrum principles, best practices and processes to ensure successful delivery of projects.
  • Monitored sprint performance metrics including velocity, defect rates, cycle times, to identify trends and opportunities for optimization.
  • Developed custom applications and modules in ServiceNow to support business requirements.
  • Analyzed user stories, designed process flows, and wrote scripts for automation of ServiceNow tasks.
  • Configured the ServiceNow platform to ensure efficient operations.
  • Provided guidance on software design principles, coding standards, best practices, techniques, methods and toolsets used in the development lifecycle process.

Service Operations Manager

Barclays Technology
02.2017 - 02.2023
  • Developed and implemented strategies to improve customer service operations and performance metrics.
  • Created and maintained accurate records of customer interactions, transactions, comments, and complaints.
  • Collaborated with cross-functional teams to identify areas for improvement in customer service operations.
  • Led the implementation of new technologies that enhanced service delivery processes.
  • Implemented quality assurance standards for all customer interactions.
  • Developed comprehensive reports on key performance indicators related to customer service operations.
  • Developed and implemented an organizational change management strategy for the organization.
  • Created communication plans to ensure stakeholders were informed of changes throughout the process.
  • Provided coaching and training sessions on how to effectively manage change within the organization.
  • Identified potential risks associated with implementing changes and developed mitigation strategies.
  • Developed metrics to measure effectiveness of organizational changes.
  • Performed post-implementation reviews to evaluate success of new initiatives.
  • Worked closely with external vendors and consultants when necessary in order to provide additional expertise or resources needed for successful execution of projects.

Oracle ERP Developer

Technology Xpress Info Solutions Pvt. Ltd.,
Pune
01.2018 - 08.2018
  • Developed complex Oracle PL and SQL packages, procedures, functions and triggers to support application development.
  • Analyzed existing database objects for performance issues and implemented tuning solutions.

Education

High School Diploma -

ROBERT GORDON UNIVERSITY,
Scotland, ON

High School Diploma -

NAGPUR UNIVERSITY (RTMNU).
Nagpur

Skills

  • Productivity Improvement
  • Systems implementation
  • Workforce training
  • Data Analysis

Certification

  • ITIL
  • SCRUM MASTER
  • ORACLE
  • CAD

Timeline

Project Manager

Infosys Technologies
02.2023 - Current

Oracle ERP Developer

Technology Xpress Info Solutions Pvt. Ltd.,
01.2018 - 08.2018

Service Operations Manager

Barclays Technology
02.2017 - 02.2023

High School Diploma -

ROBERT GORDON UNIVERSITY,

High School Diploma -

NAGPUR UNIVERSITY (RTMNU).

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Harshal Kale