Conor Schutzman

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conor@mac.com • (360) 433-7744 • 807 SE 11 Way • Battleground, Wa • http://www.linkedin.com/in/cschutzman

Professional Profile
I am a technology project manager with experience managing all aspects of the software development life cycle. I have
consistently led projects to completion ahead of schedule, under budget, and with zero defects. I strongly believe in
managing the process as a whole, leveraging the strengths of my team, and treating outsource resources as a partner,
not just a vendor.

Summary of Qualifications
Project Management Staff Management Supply Chain Management
SDLC Vendor Management Software Localization
Agile Development Scrum Leader Test Development
Schedule Management Software Quality Engineering Technical Support
Waterfall Development Recruitment Network Administration
Budget Control Technical Training Development Exceptional Communicator
Risk Analysis Contract Negotiation Customer Empathy

Experience
Hewlett-Packard 2004 - 2010
Project Manager January 2007
Component project manager for software localization and product documentation for HP’s consumer inkjet software
solution. Directly managed team of technical writers and localization technicians. Primary duties included: leading
scrum meetings, building component schedules, merging component schedules into overall program schedule,
managing vendor budget, crafting statements of work for contract/vendor employees, and triage of component defects.
• Developed alternative distribution paths for product documentation, including migrating large portion of
content to the HP Knowledge Base, and having the OS manufacturer distribute driver help files within the OS.
As a result, customers of many products would not need to install help files. This freed up room on the
installation disc for additional software and feature enhancements. Additionally as CD images have a deadline
much earlier than web content, to allow for manufacturing, this change allowed for a longer development
time, thus more flexible scheduling and low development costs.
• Successfully completed a multi-deliverable project, supporting several products, generating NO defects.

Software Quality Engineer March 2006

Quality Engineer responsible for development and maintenance of software quality test cases for HP’s consumer inkjet
software solution. Supervised external test vendor, prepared statements of work, balanced workload across resources,
adjusted flexible staffing levels to meet project budget, and managed inventory and shipping of test products to
international locations.
• Implemented outsource testing model, aggressively monitored performance to maintain quality while reducing
staffing costs.
• Led investigation into, and ultimately transition to, using improved testing tools that provided better visibility
into quality metrics.

Quality Assurance Team Lead June 2004

Team leader of test technicians, responsible for executing software quality testing on HP’s consumer inkjet software
solution. Executed automated test scripts, manually tested components for performance levels, balanced workload
across test team.
• Developed additional testing procedures for specific features based around sensitive HP intellectual property.
 Apple, Inc. 1999 - 2004
AppleCare Product Champion January 2001
Subject Matter Expert specializing in iTunes and iPod product lines. Primary point of contact at contact center for all
issues with associated products, and bringing all emerging call drivers to the attention of offsite engineering teams.
Designed and delivered technical training material to contact center agents. System Administrator for onsite
training/experimentation lab, maintained local file servers.
• Championed development of an intern program for a local technical charter high school, providing students
with early career experience, while providing additional staff at a low cost. Developed and delivered new agent
training material to interns, and oversaw their integration into the contact center.
• Helped test and implement an alternative text-based chat system for handling technical escalations. This
system was considerably faster than voice consultations, providing higher efficiency by allowing Product
Specialists to handle more escalations, and decreasing overall call durations.
• Developed and delivered technical roundtable training sessions to other contact center agents.

Technical Support Specialist June 2000

Primary escalation path for resolution of complex technical issues presented by customers.
• Wrote several Knowledge Base articles outlining common technical issues and troubleshooting steps customers
could take to resolve them without calling into the contact center.

Frontline Technical Support May 1999

Initial contact point for consumers seeking resolution to technical issues.
• Consistently recognized for excellence in call control and efficiency.

Technical Skills
• Industry Applications: Microsoft Project, Microsoft Sharepoint, Microsoft Visio, Omni Graffle, Omni Project, Omni
Outliner, HP Quality Center, HP CDP/CSD2000A, SOAR, Apple Radar/Sonar, PeopleSoft
• Productivity Suites: Microsoft Office, Apple iWork, Sun Open Office, Google Docs, Apple iLife, Microsoft Works
• OS Operation/Use: Mac OS X (all versions), Windows XP, Windows Vista, Windows 7, Linux, BSD Unix
• OS Technologies: OS operation, Application Bundles, Installer Packages, Network Compatibility Modes
• Social Media Networking: LinkedIn, Twitter, Facebook, Scribd, GetGlue, Plaxo

Certifications
• A+ Certified Hardware Technician (CompTIA)
• Apple Certified Technician (Apple, Inc.)
• Desktop Computers
• Portable Computers
• CRT Monitors
• LCD Monitors
• Mac OS X Technologies
• Networking Technologies
• Subject Matter Expert
• Coaching & Team Leadership

Education
Clark College Vancouver, Wa
Management Information Systems