Diane Abbott
**** ******** *****, **** *******, CO 80524 ******@*****.*** 727-***-****
linkedin.com/in/diane-abbott-367b8811
Scrum Master / IT Project Manager
IT Security professional with experience managing enterprise-wide projects and initiatives; managing vendors and suppliers for third-party solutions and a collaborator adept at partnering cross-functionally to develop and implement training programs; active Certified Scrum Fundamentals, Certified Scrum Master credentials, Project Management Certification; Python Developer certification in progress.
Core Competencies
IT Security Project Management IT Program Management Business Analysis SDLC Programming Software Documentation Analysis Vendor Management Data Analysis Risk Management Contract Review Internship Program Management Corporate Training Training Documentation Office Management Departmental Intermediary Grooming Acceptance Criteria QuickBooks User Stories Sprint Planning
Professional Experience
IT Project Manager – ADDMAN Engineering
Fort Collins, CO Feb 2024 – Oct 2024
Smartsheet Administrator, ensuring license review saving $3K annually.
Coordinated ITSM projects, overseeing timelines, budgets, and collaboration for successful project delivery.
Conducted monthly phishing awareness testing and education as a KnowBe4 administrator.
Managed SLAs for service response and accuracy as Ivanti and Ivanti Neurons ITSM administrator, Service Desk Analyst, and Knowledge Manager.
Administered Cocoon Data, maintained license count, and saved costs for 30 reclaimed seats.
Analyzed technology alternatives and negotiated 3rd party IT vendor contracts, leading the onboarding and off-boarding processes.
Managed standardized IT communications and 3rd party vendor contracts for ADDMAN.
Led projects such as GCC to GCCH migration and printer standardization for efficiency.
Achieved successful onboarding and off-boarding of IT vendors, ensuring smooth operations.
Strategic Initiatives Project Manager – EdenRed
Fort Collins, CO June 2023 – Oct 2023
Aligned strategic initiatives with company goals to drive organizational success.
Provided expert guidance on resolving escalated ITSM issues for seamless operations within the virtual credit card industry.
Facilitated cross-functional alignment and strategic partnerships to enhance team performance.
Implemented process improvements for timely aggregation and impact reporting through performance metrics and dashboards.
Coordinated multiple deliverables and acted as an ambassador across teams to streamline the strategic vision, ensuring successful execution.
Conducted regular assessments to identify challenges, risks, and opportunities for improvement, adjusting plans as needed.
Managed resistance to change and successfully implemented strategies to adopt new processes and technologies.
Scoped and groomed backlog user stories and acceptance criteria for enhancement development.
Managed program and project management for product support, ensuring smooth operations.
Reduced unresolved ticket volume by 62% in 3 months and solidified bug and escalation process documentation.
Office and Project Manager – Gateway Proven Strategies
Fort Collins, CO March 2023 – August 2023
Documented standard operating procedures (SOP) for HR, IT, CRM, ZOHO and Google Drive.
Created draft invoices monthly for the accountant in QuickBooks.
Developed NDAs, Service Agreements, Referral Agreements, and Statements of Work for contractors.
Provided merger and acquisition project guidance, documentation, and IT support remotely.
Ensured seamless operations by managing office tasks and coordinating project timelines efficiently.
Cyber Services Manager / Scrum Master – Finance of America
Fort Collins, CO February 2017 – March 2023
Defined vital indicators to manage information security programs' performance, execution, and overhead elements.
Created and oversaw the enterprise security internship program.
Developed strategic customer relationships to promote retention, satisfaction, and loyalty to the Incenter Brand.
Planned, budgeted, and Led the quality assurance team for IT development utilizing JIRA, ServiceNow and SharePoint for project management and reporting.
Created and maintained the lunch and learn security and technology program to enhance team knowledge.
Developed Service Level Objectives (SLO) and Service Level Agreements (SLA) for information security functions.
Managed security awareness training and workforce engagement for the entire FOAC enterprise to improve employee resilience to threats.
Partnered with CISO and Head of Cyber Technology to curate content and standardize oversight and reporting elements.
Jira administration with enhanced Kanban workflow optimization.
Presented repeatable processes to the CISO for all service lines to enhance cybersecurity measures.
Master Administrator for both Simperr and SharePoint sites for Finance of America Companies, ensuring smooth operations and accessibility.
Assisted in conducting yearly Vendor Risk Reviews to enhance information security measures.
Maintained information security JIRA and Confluence access, PMO, department epics, and metrics for reporting purposes.
Led corporate-wide Phishing Awareness training and testing using Cofense and Microsoft Attack Simulator.
Managed up to 15 on/off-shore full-time employees for Finance of America Companies.
Implemented cybersecurity protocols to enhance data protection and prevent cyber threats.
Collaborated with IT teams to ensure seamless integration of security measures.
Created automated SQL queries to populate JIRA project management KPI reports.
Finance of America Companies absorbed Incenter Technology and Incenter. Other positions held within the umbrella company: Interim Director of Client Success – Incenter Technology (Managed 1); Information Security Manager – Incenter Technology (Managed 25); Senior Project Manager – Incenter Mortgage Services (Managed 6)
Senior Business Systems Analyst / Scrum Master - Lincare
Clearwater, FL January 2016 – February 2017
Led project life cycle phases as a Senior Business Systems Analyst at Lincare, Clearwater, FL.
Identified business requirements, user stories, and acceptance criteria to drive process improvements.
Collaborated with stakeholders to advise on options, risks, and time estimates for successful project delivery.
Conducted location visits for process improvement interviews and documentation.
Developed functional and technical requirements, screen prototypes (Balsamic), logic flow, and dependency matrix.
Conducted first-pass Q/A "smoke" testing on specific functions within the module as part of Unit Testing.
Collaborated with cross-functional teams to ensure seamless integration of business systems at Lincare.
Developed implementation plan, rollout schedule, and training program for business & training teams.
Researched and negotiated with IT suppliers for third-party solutions, procuring statements of work and cost breakdown.
Prepared cost-benefit analyses to compare vendor solutions and drive decision-making processes.
Negotiated minimum viable product “definition of done” with third-party vendors to provide custom software deployment for call centers.
Liaised with outsourced vendors to ensure the highest value solutions were delivered to meet call centers' requirements.
Collaborated with cross-functional teams to ensure successful implementation of software solutions.
Provided FieldOne train the trainer instruction and manuals on Form creation, markup, implementation & mobile functionality.
Mentored junior business analysts in requirement gathering, methodology, documentation, SharePoint Administration, Project Plans, Executive Summaries & decks.
Business Analyst - Chase
Tampa, FL November 2014 – January 2016
Led project phases, including project charter, specifications, process analysis, estimating, user stories, and implementation.
Authored technical playbook for the lending program to aid BAs, developers, and QA team members.
Created menu, pathway, role navigation, and mapping for defect resolution.
Prepared comprehensive specification documents detailing data requirements for creating, auditing, and fulfilling processes.
Identified and documented IT product and pricing business requirements to support decision-making.
Collaborated with stakeholders to assess business priorities and provide insights on risks, time estimates, and costs for project efforts.
Conducted research to identify business requirements and determine the feasibility of new solutions.
Analyzed the impact of proposed solutions across business groups and collaborated with the IT team and stakeholders.
Developed use cases to demonstrate business requirements and specifications.
Reviewed test scenarios for release contents, managed change controls, and integrated solutions.
Provided defect triage, testing, and document solutions to ensure seamless operations.
Collaborated with cross-functional teams to optimize processes and enhance efficiency.
Developed strong analytical and problem-solving skills in a fast-paced environment.
Business Analyst / Scrum Master - Suncoast Solutions
Clearwater, FL September 2013 – January 2014
Collaborated with product owners, developers, and customers to define project business and technical requirements.
Managed project deadlines and deliverables, ensuring operational effectiveness and compliance with regulatory requirements.
Led UI contractors in the division of tasks and presented wireframes for approval by product owners.
Collaborated with product owners, developers, and customers to define business, technical, and usability requirements.
Managed UI contractors, reviewed wireframes, and presented final designs for approval.
Conducted interviews, focus groups, and surveys to gather feedback for system changes.
Led user acceptance meetings to ensure solutions met client needs
Provided training sessions for new software functionality
Conducted end-user forums for website improvement analysis
Developed satisfaction surveys for external customers at Suncoast Solutions.
Quantified survey results to improve customer experience and drive business growth.
EDUCATION
Master of Science (MSci), Criminology
Minor in Cybercrime
South University - Online
Bachelor of Science (B.S.), Information Technology
DeVry University
Atlanta, GA
Scrum Master Certified
Agile Academy – Cert # 996785 expires 10/26/2026
Scrum Fundamentals Certification
Agile Academy 10/2023 – no expiration date
Project Management Fundamentals Certification
Udemy – 02/2024 – no expiration date
Python Developer
Udemy – In Progress
Additional IT/PM experience
Citi Group Experian’s Clarity Services WellCare Shands Hospital Georgia Power Arlington Christian School Wannamaker Advertising Associates The List Inc.
Military
USARMY CBRN 54B E4 CPL, Fort Drum NY February 1995 – March 1999
MOS: Nuclear Biological Chemical and Radiological Decontamination Specialist Honorable Discharge
Awarded
Chemical Advanced Training recognition designation Army Accommodation Medal Army Good Conduct Medal National Defense Service Medal Army Service Ribbon Overseas Service Ribbon Expert Marksmanship Qualification badge with Rife bar Machine Gun bar Grenade bar