Chris O'Connor

Experience

• 

  WDS, A Xerox Company

  Jan 2003 - May 2016

  Directed internal knowledge management engineering tools and live customer support sites.Led knowledge team in crafting and implementing process and tool improvements to sustain efficiency and quality production. Developed technical and business requirements for internal stakeholders, thereby facilitating improvements and product launches, along with conducting usage and performance data analysis. Managed product performance testing, user feedback accumulation, tool issue, and site outage troubleshooting, while tracking issues with requisite collaborative resolution strategies.• Grew knowledge services revenue by 10 times in the US region within 3 to 4 years.• Developed internal knowledge authoring tools reducing costs by 75%. Show less Managed recruiting, training, and development of Knowledge Author, Tester, and Publisher teams.Oversaw delivery of WDS device simulator, testing, training, and configuration tool knowledge projects. Collaborated with customers in developing product concepts, features requirements, and strategic goals.• Advanced Knowledge Author, Tester, Publishing teams from four to 25 employees.• Oversaw team functions delivering products facilitating overall revenue growth by 500%.• Consulted with and developed products for industry leading clients including Sprint, Verizon, T-Mobile, AT&T, Samsung, Nokia, Motorola, Google, Microsoft, Best Buy, and Radio Shack. Show less

  • Senior Analyst - Client Services

    Jan 2012 - May 2016

  • Knowledge Manager

    Jan 2007 - Jan 2012

  • Senior Instructional Designer

    Jan 2005 - Jan 2007

  • Internal Trainer

    Jan 2004 - Jan 2005

  • Technical Support Engineer, Tier 3

    Jan 2003 - Jan 2004
• 

  AT&T

  May 2016 - Sept 2020

  Product Manager / Senior Tech Requirements Manager

  • Led technical product development for AT&T’s Premier B2B eCommerce platform, managing up to 12 simultaneous product development initiatives and delivering 30+ full-lifecycle projects.• Partnered with stakeholders to define technical scope and solution designs, collaborating with cross-functional teams to ensure timely delivery.• Successfully integrated a new ICAM system, connecting APIs, microservices, and multiple domain teams, driving a 10% increase in digital adoption and significantly reducing business costs. Show less

• 

  Denali Advanced Integration

  Sept 2020 - Apr 2021

  Agile Product Owner

  • Managed the 5G/LTE Wi-Fi Gateway troubleshooting tool project, collaborating with device engineering and customer care teams to deliver technical improvements that optimized the customer support experience.• Performed roles of Product Owner, SCRUM Master, and QA Tester, ensuring efficient feature delivery and reduced call handling times by defining and testing new site functionalities.• Gained proficiency in Amazon ELK, Elastic Search, and AWS management tools, applying these technologies to enhance T-Mobile’s gateway support solutions. Show less

• 

  Premera Blue Cross

  Jul 2021 - Dec 2021

  Agile Product Owner III

  • Drove product ownership of the Care Management Platform, leading delivery across 3 SCRUM teams for SaaS and Azure-based cloud solutions.• Managed integration with external vendor systems, aligning technical delivery with business requirements, ensuring a smooth transition from legacy platforms to modern cloud infrastructure.• Acted as the key liaison between business and technology teams, delivering technical recommendations and managing product backlog and prioritization.

• 

  T-Mobile

  Jan 2022 - Apr 2024

  Technology Solutions Manager

  • Led the technical solution delivery for the Samson Billing and Digital Billing systems, managing technical scope, solution design, and vendor collaboration.• Partnered with billing vendor (Amdocs) to manage costs, timelines, and the technical feasibility of multiple initiatives, ensuring business requirements were met across up to 5 concurrent projects.• Defined and drove technology strategy in coordination with Senior leadership to support T-Mobile’s post-merger system integration efforts, including Sprint to T-Mobile billing system conversions.• Managed escalation and issue triage, collaborating with internal and external teams to resolve technical roadblocks.• Delivered comprehensive solutions that aligned business objectives with technical vision and roadmap goals. Show less

• 

  T-Mobile

  Nov 2024 - now

  Senior Technical Product Manager