Tracy Knapp Email & Phone Number

Chevy Chase, Md, Us

* WeddingWire and XO Group merged to become The Knot Worldwide

New York, New York, Us

Director of Enterprise Infrastructure and End User Services across multiple locations. Specific areas of responsibility include: - Data Centers- Network- Security- End User Support- Database Administration- System Administration- Software and Hardware Asset Management

New York, New York, Us

Austin, Tx, Us

As Product Owner for the Identity and Access Management for HHSC providing leadership, process improvement, coaching, and business partner relationship management for a team of 38 IT professionals supporting 55,000 employees across 5 state agencies • Manage the architecture, development, and operations of the HHS Enterprise Portal, built on IBM Tivoli ISIM and ISAM providing a user-friendly front end and integration to support portfolio of 80+ applications • Responsible for architecture, development, and operations management of ISIM/ITIM platform for Texas Integrated Eligibility Redesign System (TIERS) supporting over 6 million accountsOversight and management of compliance, audit, and policy development, implementation, and enforcement.

Round Rock, Texas, Us

Business Rotation: Sr. Consultant, Program/Project Management, Chief of Sales Office 2012-2014Senior member of Services Transformation team utilizing Business Intelligence to develop strategy, toolset, and process integration for Services Sales organization.

Round Rock, Texas, Us

2009-2012Directed IT Planning and Governance and Project Management staff of 3 managers and 32 staff. Responsible for Workforce Management, Financial Compliance, Regulatory Compliance, and Staff Manager for VP, Infrastructure Services.• Managed $500M portfolio for internal Dell Infrastructure projects and activities; ensuring committed reductions in budget in excess of $120M over 2 years.• Steered Productivity, Cost Savings, and Operations Reporting activities across Platform, Database, Datacenter, and Network functions

Round Rock, Texas, Us

2007-2009Directed Global Service Desk and Account Management Operations teams consisting of 4 managers and staff of 74 across the globe. Owner of implementation for ITIL Problem Management, Incident Management, and Service Desk• Delivered an 28% improvement in Customer Satisfaction; 30% reduction in response times; and establishment of formal Problem Management practices• Managed consulting engagement with ITSM consultants for Dell IT maturity assessment and roadmap development for execution of a strategic ITIL implementation plan.• Led customer briefings for multiple Fortune 500 companies for ITIL and Service Desk through Executive Briefing Center.

Round Rock, Texas, Us

2004-2007Established and Lead Global Information Security Operations team consisting of 3 and staff of 42 security and IT professionals across the globe. Lead design and implementation of IT Security controls for Global IT organization in three regions consisting of diverse production environment (Windows, Linux, Tandem), Identity and Access Management, and Security Monitoring and Response. Oversaw development, implementation, and operations of multiple infrastructure security tools related to compliance and process management.• Managed Sarbanes-Oxley and PCI audit and remediation efforts for IT Operations including evaluation of control and testing documentation, execution of quarterly SOX IT testing and reporting, remediation of identified deficiencies, and liaison with both internal and external audit and compliance leaders resulting in an overall reduction in external auditor findings of over 60% year-over-year.• Developed and reviewed with CIO Staff multiple Global IT policies and standards, incorporating ISO17799, COBIT and ITIL principles reducing future audit exposure.• Managed security incident response and patch management/tracking initiatives for environment of over 28,000 servers and 125,000 desktop/laptops.• Led multiple activities in the areas of server management, change management, and penetration testing response relating to Corporate Audit ensuring accuracy and relevancy of audit reports. • Established global processes and virtual teams for security response; including developing global support model for new Security Response Center in Malaysia resulting in significant improvement in identification of potential issues and response times.

Purchase, New York, Us