Leann Fishel
Lexington,NC
Summary
Dynamic Senior IT Business Analyst with a proven track record at Cornerstone Building Brands, specializing in system integrations and enhancements. Expert in data analysis and user acceptance testing, coupled with exceptional problem-solving abilities and communication skills. Spearheaded the Paradigm catalog project for Lowe's, enhancing business intelligence and system performance.
Overview
26
26
years of professional experience
Work History
Senior IT Business Analyst
Cornerstone Building Brands
11.2014 - Current
- Work closely with Management, Customer Service, Engineering, Sales, Pricing, and Manufacturing to implement new products, options, and system enhancements
- Create Business Requirements for system implementations
- Set priorities for system releases
- Provide timelines to the business stakeholders
- Provide support for IT programmers
- Perform quality assurance and regression testing for all system changes
- Maintain testing documentation
- Ensure orders integrate to ERP with correct data
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
- Product owner of 2 online ordering catalogs
- Key role in 3 system integrations
- Spearheaded project for new Paradigm catalog implementation for Lowe's Home Improvement
- IT representative in project meetings
- Set priorities with IT vendors
- Coordinate release schedule
- Communicate releases to end users
- Provide training to end users for system enhancements
- Create and Analyze Date Reports
System Coordinator
Atrium Windows and Doors
10.2007 - 11.2014
- Maintain Customer Master
- Maintain Pricing
- Create, run, and analyze company data reports
- Customer Service, Sales, Marketing, and Engineering point person for IT
- Coordinated all IT ticket reporting
- Conduct Quality Assurance and Regression Testing
- Provide administrative support for the management team, project managers, marketing, and sales
Pricing Coordinator
Atrium Windows and Doors
07.2003 - 10.2007
- Maintain Customer Master
- Maintain Customer Pricing
- Implement price increases
- Manage promotions
- Research and resolve any pricing discrepancies
- Support Management, Sales Representatives, Customer Service with any pricing inquiries
Customer Service Representative
Atrium Windows and Doors
05.1998 - 07.2003
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Business -
Davidson County Community College
Lexington, NC09-2003
High School Diploma -
West Davidson High School
Lexington, NC05-1998
Skills
- Strong Attention to Detail
- Excellent Problem Solver
- Great Communication Skills
- Ability to train and motivate co-workers
- User Acceptance Testing
- Functional specifications
- Requirements Gathering
- Business Intelligence
- Data Analysis
- System performance
- Multitasking
- Product Knowledge
Timeline
Senior IT Business Analyst
Cornerstone Building Brands
11.2014 - Current
System Coordinator
Atrium Windows and Doors
10.2007 - 11.2014
Pricing Coordinator
Atrium Windows and Doors
07.2003 - 10.2007
Customer Service Representative
Atrium Windows and Doors
05.1998 - 07.2003
Business -
Davidson County Community College
High School Diploma -
West Davidson High School
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