Krystal O'Connor, Cspo, Cal-E/T/O Email & Phone Number

United States

Pittsburgh, Pennsylvania, United States

Built the company’s first cross-functional product department including product managers, designers, and documentation specialists.Generated processes to ensure ownership, responsibility, and consistency in workflow across product teams.Delivered updates, features, revamps, and strategy for several products in the group and maintained oversight for all products in the group.Facilitated cross-company communication and collaboration on objectives and roadmap items.Continual engagement with leadership and board stakeholders.

Maintained and refined product and sprint backlogs for all products in the group.Collaborated with cross functional product teams on discovery, testing, build, deploy, and GTM.Prepared and circulated one-pagers and similar to ensure understanding of feature sets and value propositions.Wrote and maintained release notes. Built product processes for use across each product team utilizing the Scrum framework. Evangelized Agile thought and methodologies, as the first product employee in the company.

Greater Pittsburgh Area

Assisted with the growth of the support team from 2 agents to 6.Built out support processes, policies, and implemented Zendesk across the support organization.Wrote and maintained the knowledge base containing over 50 articles and media.Pioneered the Libsyn Tutor YouTube channel and created all video tutorials associated with Libsyn’s platform.Conceptualized, produced, and co-hosted one of the podcast hosting industry's first webinar and live Q&A series.Collaborated with engineering and marketing on user need, QA, and GTM strategies.

Greater Pittsburgh Area

Incorporated KCT, LLC in the state of Pennsylvania as a self owned company operated as an ongoing side gig.Offered server build and repair solutions for clients, utilizing Pair Networks hosting and colocation services.Managed website and e-commerce platforms for clients including working with outside development and design agencies. Performed ongoing administration for servers, domains, and websites.

Built and repaired shared and dedicated web hosting servers.Installed and configured custom software for dedicated hosting clients on request.Investigated and resolved security issues.Provided customer support via both email and phone to existing hosting customers.

Physical & Digital Document Review: Assist clients with troubleshooting and training for in house applications, correct problematic web documents for client review, use of Microsoft SQL in order to collect data, use in house software for document processing, assist in troubleshooting of in house software, provide client training for in house applications, provide in house training for document processing and database use, use database and in house applications to report and track client issues, recommendations, and multi-departmental tasking.Publications Team Lead: Managed a team of publications technicians specializing in document conversion and processing, as well as process troubleshooting and correction.Publications Technician: Used in house software, database, and manual operation for document creation and processing, used scanning and OCR technology to process physical documents for client review.

Customer Service Representative: Advise customers of the status of their account, establish dates and payment arrangements, and identify applicants who qualify for state assistance.

Provided customer service, sales, accounting, pricing, and basic technical support.

Completed hardware and software installations, troubleshooting, networkwiring and installation, and Y2K preparation, ran daily and weekly backups for the network.