ERICKA NORMAN, BBA, MS
Austin, Texas, USA
Tools: MS Project, SharePoint, Excel, Office, PowerPoint,
Visio, Access, InfoPath, SPSS, JMP
August 2012 to Present: Business Intelligence Project Manager –
Provide project management for on average 15 simultaneous projects for custom reporting solutions with Dell’s governmental and Fortune 500 customers;
allocating work between developers and interacting with business owners to ensure their needs are being met, providing project tracking, and cost recovery
November 2010 to September 2012: Product Manager, Global Business Strategy & Development, Dell – Created Global Mobile Field Service multi-language application and multi-platform (iOS, Windows 7 Mobile, Android, and Web) management portal and CMS. Management of product scope, CBAs, product positioning in the market, scope, schedule, cost, quality, legal alignment, and security. Management of external promotion and communication: live demos with external CIO level customers and sales Q&A, whitepaper, video, and social media.
- Launched mobile app for 15,000 field techs supporting $2M+ annual savings and enabling multi-Millions in sales revenue globally, one of Dell’s first internal mobile apps
November 2007 to November 2010: Rich Media Strategist, Dell – Proposed and delivered vision for Dell's online video presence and led video integration and 3 year roadmap. Global cross-departmental role for company-wide video player on Dell.com. Envisioned, created CBAs, designed, and rolled out global program for support video development. Managed global virtual team of 20+ agents who developed 600+ videos. Identified requirements from 100+ global teams, participated in vendor selection, coordinated with IT to integrate multiple vendors, agencies, partners, and Dell internal IT requirements and interlocking applications. Webcast guest speaker.
- 5-10% Resolve Rate improvements
- Dell-wide “Best of the Best” Business Excellence Day 2010 award for Six Sigma project, core team member
June 2007 to November 2007: Project Manager, Commercial eResolution, Dell – Provided strategic direction for evolution of support.dell.com site with commercial business focus.
November 2006 to June 2007: Project Manager, Spherion – Contracted to Dell Inc. Responsible for documenting, designing and managing Enterprise Self Service metrics and internal presentations for support.dell.com. Provided technical consulting for the Enterprise Command Center.
- Dell-wide “Best of the Best” World Quality Day 2007 award for Six Sigma project, team member
July 2005 to February 2006: Various Project Roles, Accenture – Full development life-cycle methodologies in various roles. Platform Lead – in PMO for 30 geographically dispersed projects utilizing 50-100 developers at any given time, changing 20+ processes. Build Master - 30 geographically dispersed projects. Increased quality and standardized turnaround from offshore.
- 20% reduction in defects with the addition of consistent industry-standard quality processes
- Improved productivity reducing offshore & enterprise system set-up time by
10+ hrs. per user
September 2002 to August 2003: Teaching & Research Assistant, Bond University Australia - Teaching Assistant/Lab Instructor for Artificial Intelligence. Guest Lecturer for Artificial Intelligence and Web Site Development. Research Assistant for Artificial Intelligence and Statistics research.
- Publication: K. Kumar, C. Tan, E. Norman, et.al. “Using Soft Computing Techniques to Create a Hybrid Model for Predicting Chapter 11 Return to Shareholders”: CIMCA, pp845-854 (July 2004)
June 1993 to July 2005: Owner and Manager, Ericka’s Softouch – Managed 15+ individuals. Performed small business development work. Developed in 20+ programming languages.
MS, Information Technology, Bond University (Australia), 2003
BBA, Management Information Systems, University of Texas (Austin), 2001
Dale Carnegie Course in Effective Communications & Human Relations, July 2012
Green Belt, Six Sigma, February 2008
PMP Certification (Expected April 2013, all pre-requisites completed)