Gail Thorogood
Information Technology
Norfolk,Virginia
Overview
30
30
years of professional experience
5
5
years of post-secondary education
Work History
TECHNOLOGY MANAGER
Cox Communications
Chesapeake, Virginia
03.2021 - 12.2024
- Managed a remote team of Information Security and Billing Resolution Specialists
- Time Management in PeopleSoft
- Reporting and Metrics for Live Chat and Unified Event ticketing systems
- Partnered with internal customers and vendors to deliver business solutions
- Proactively identified efficiencies within the business to eliminate waste
- Encouraged process improvement amongst the team
- Focused on development of team members and self
- Consistent learning and development through networking and engagement with peers
- Encouraged Diversity & Inclusion activities and learning tools
- Implemented new processes and partnered with the business to launch new products
- Supported career growth
INFORMATION SYSTEM SUPERVISOR
Cox Communications
Chesapeake, Virginia
12.2009 - 03.2021
- Managed staff responsible for the maintenance, development, and/or acquisition of Technology solutions
- Remained continuously aware of business, technical, architecture and infrastructure issues and acts as sounding board or consultant to aid in the development of creative solutions
- Ensured the design and implementation of database management systems, which provides the company with orderly methods of data storage and controlled access to data
- Managed the design and deployment of new business processes with organization structure and required solution configuration
- Managed all activities, personnel and technical issues associated with providing technical service to customers by identifying, prioritizing, and confirming resolution of reported problems
- Ensured all phases of application support including installation, upgrade, software, hardware, and operating systems configuration issues are properly coordinated, monitored, tracked, and resolved
- Determined user application support needs, develops application support standards
- Translates requests from the business into conceptual solutions that can be technically designed and developed
- Supervised support, production, and/or lower-level professional individual contributor employees directly or indirectly; Schedules work for optimum efficiency and productivity; Provides day-to-day work direction
- Problem Solving and Identification/application of solutions
- Assigned and validated daily work; Provided guidance and training/development; Provided input to hiring, firing, layoff, promotion, reward, and other decisions
TECHNOLOGY PRODUCTION SUPPORT LEAD
Cox Communications
Chesapeake, Virginia
09.2007 - 12.2009
- Provided general guidance/direction, training, and technical assistance to junior level support personnel; Contributed to employees' professional development guidance and support for daily work and team escalations
- Maintained billing system security for all employees; ensured appropriate security granted based on policy and compliance guidelines
- Maintained database configuration for all areas of the billing system for video, telephony, and Internet services to ensure accurate cycle billing for external customers
- Partnered with Corporate colleagues on small and large-scale initiatives for implementation projects consisting of hardware or software upgrades in billing system and interfacing applications
- Monitored user requests and system issues. Served as support in responding to and diagnosing production support problems
- Ensured documentation standards and procedures for operations were in place. Actively sought and evaluated opportunities for process improvement
PRODUCTION SUPPORT TECH
Cox Communications
Chesapeake, Virginia
07.1999 - 09.2007
- Maintained database configuration for many areas of billing system for video, telephony, and Internet services to ensure accurate cycle billing for external customers
- Created data queries using AS400 or Oracle Discoverer, SQL and other tools to support external and internal customers
- Partnered with Corporate colleagues on small and large-scale initiatives for implementation projects consisting of hardware or software upgrades in billing system and interfacing applications
- Created and implemented change requests as well as communicated any issues to third party vendors while networking with coworkers in other sites. Also required to effectively escalate using predefined processes when necessary
- Additional responsibilities include effectively communicating changes and issues to impacted departments as well as to upper management through metrics, written weekly status reports and oral briefings in group/departmental meetings
CUSTOMER ACCOUNT REPRESENTATIVE
Cox Communications
Chesapeake, Virginia
11.1994 - 07.1999
- Responsibilities included utilizing computer with AS400 database for work order check in, equipment inventory, house file maintenance updates, customer payment processing, cash, check, or credit card batch posting
- Assisted internal customers with account research for issue resolution and billing reconciliation
- Received and reconciled various payments from field contractors and door to door sales reps as well as documented payments from all regional retail stores
- Check encoding, balanced payment batches, maintained petty cash, and prepared bank deposits
Timeline
TECHNOLOGY MANAGER
Cox Communications
03.2021 - 12.2024
Associate of Science - Bachelor of Science/Leadership Jack Welch Management Institute
Strayer University
10.2017 - 09.2019
Associate of Science - Bachelor of Science/Applied Management
Grand Canyon University
02.2012 - 04.2015
INFORMATION SYSTEM SUPERVISOR
Cox Communications
12.2009 - 03.2021
TECHNOLOGY PRODUCTION SUPPORT LEAD
Cox Communications
09.2007 - 12.2009
PRODUCTION SUPPORT TECH
Cox Communications
07.1999 - 09.2007
CUSTOMER ACCOUNT REPRESENTATIVE
Cox Communications
11.1994 - 07.1999
Summary
Analytical Technical Manager adept at recruiting, leading and developing highly effective technical teams. Meticulous and driven with a passion for innovation and process improvement demonstrated over 34 years in technical roles. Strategic Technical Manager possessing 15 years of IT team management and user support. Aiming to leverage advanced knowledge of process improvement development and implementation to add value to the business.
Education
Associate of Science - Bachelor of Science/Applied Management
Grand Canyon University
Phoenix, AZ 02.2012 - 04.2015
Associate of Science - Bachelor of Science/Leadership Jack Welch Management Institute
Strayer University
10.2017 - 09.2019
Accomplishments
- Supervised a team of 20 staff members.
- Collaborated with a team of 15 peers in the development of Mobile Telephony launch
- .Documented and resolved Billing & Security Issues which led to enhanced internal and external customer experiences.
- Achieved efficiencies through effectively helping with team Chat Group implementation.
- Achieved nationwide standardization of Security by completing company migrations with accuracy and efficiency.
- Achieved audit compliance through the implementation of new and improved auditing processes and tasks.
Skills
Sales techniques
Innovation management
Policy implementation
Change management
Cross-functional teamwork
Project management
Conflict resolution
Work prioritization
Security improvements
Project lifecycle management
Agile work processes
Scope definition
Application support
Data analytics
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Grand Canyon University Alumna
- Strayer/Jack Welch Management Institute Alumna
- Volunteer Hampton Roads