Sherala Holley

IT Manager Ii @Harland Clarke Customer Engagement Solutions

Supports multiple large and mid-sized client projects and requests for Major and Key Accounts as the lead IT contact, to include facilitation of calls with the client, IT groups and vendors to successfully address the defined scope by the given deadlines. Work with the client to find solutions that best address the needs versus the want through discussion, research and validation. Provides documentation (as needed) such as requirements documentation, process flows, project logs, etc. to ensure a clear understanding of issues, tasks, and expected outcomes when communicating with the project team. Provides support to Major, Key and Community Market Accounts on various IT related issues to include integration setup, integration support, consolidations/acquisitions efforts, file transmissions, platform migration, mainframe and application issues. Provide support to Marketing Solution clients. Provides IT support for release and project go-lives after hours and on weekends as needed. Provides support during outages and reported incidents, communicating updates with the clients and IT in real time as applicable. Facilitates discussions with clients, vendors, and various IT groups on IT topics and inquiries to ensure questions and concerns are communicated and understood, so that they may be appropriately addressed. Identification of IT issues/defects through testing and validation Accomplishments: o Have successfully supported multiple Major Accounts Conversion/Acquisition Projects o Support Implementations for multiple Marketing Services Project to help Financial Institutions Save Time, Increase Productivity and Accelerate Growth. o Transition of multiple clients from the legacy application platform onto the newer online ordering platform and data engine software. o Support of new file transmissions setups for multiple Major Account and Marketing Clients