Bip Bandy Email & Phone Number

Washington, District Of Columbia, United States

Washington, District Of Columbia, United States

• Supervises Tier 1-3 Help Desk, VTC, Hardware, Mobile Device Teams (13 total staff) supporting 600 users working at the Bureau of Industry & Security (BIS) in Washington, DC and worldwide.• Manages all aspects of the Technical Service Desk Team, including reviewing ticket data, conducting productivity analysis for individual technicians, establishing roles & responsibilities, scheduling personnel shifts, and creating daily/weekly/monthly reports for Project and Government Management Staff.• Serves as an expert and consultant providing recommendations to Government Leadership on developing and establishing relevant KPIs, SLAs, and deliverables that were never used before to properly measure performance.• Utilizes ITIL best practices to help improve business processes.• Leads special projects with regards to ServiceNow Ticketing System Upgrade, Service Desk Call/Ticket Metrics Development, Network/Printer Migration, IT Equipment Refreshes, Customer Service Experience, VIP Service Revamp, Inbox/Voice-mail Monitoring Revamp, SOP Review Process, ACD Improvements, Extended Hours Support, Asset Management Reconciliation, BitLocker Rollout, Zscaler Rollout, and Azure Virtual Desktop Rollout• Reviews Financial Data and Invoices ensuring high profitability and gross margin.• Conducts monthly one-on-one sessions with staff to teach best practices, encourage growth, enhance performance, and align goals.• Reviews Customer Feedback Surveys and follows up with End-Users to ensure needs were met with a high level of satisfaction.• Develops, documents, and maintains Stand Operating Procedures (SOPs) and Knowledge Base (KBs) articles used for training, IT operations, and workflow management purposes.• Analyzes, researches, diagnoses, and resolves computer/network related issues assisting users via phone, e-mail, chat, or in-person.

Washington, District Of Columbia, United States

• Supervised a Technical Service Desk with up to 30 employees (Help Desk, Deskside Support, Mobile Devices, Incident/Problem) supporting 3,500 users working in a Windows based Virtual Environment at Government Accountability Office (GAO) in Washington, DC and across 12 regional offices• Managed all aspects of Technical Service Desk Team, including reviewing ticket data, conducting productivity analysis for individual technicians, scheduling personnel shifts, calculating statistics, and creating daily/weekly/monthly reports for Project and Government Management Staff• Trained new technicians on daily activities, policy guidelines, and general procedures• Reviewed Customer Feedback Surveys and followed up with End-Users to ensure needs were met with a high level of satisfaction• Developed, documented, and maintained Stand Operating Procedures (SOPs) and Knowledge Base (KBs) articles used for training, IT operations, and workflow management purposes• Served as an expert and consultant to top management officials on all IT systems for mission and support work processes• Analyzed, researched, diagnosed, and resolved computer/network related issues• Documented and tracked customer inquiries via a ticketing management system ensuring tickets were closed in a timely manner • Participated in Quality Assurance and Pilot Testing to establish guidelines and policies for future management of desktop computers and network environment• Worked on Several Projects to upgrade computer hardware and operating systems, transition users to virtualized desktop, and upgrade cellular devices• Monitored and maintained agency’s core document management system to ensure protection and accessibility to critical files that are used in the agency’s mission• Conducted and hosted new hire orientation training courses educating users on security guidelines, basic operations, and updating personal information

Washington D.C. Metro Area

• Oversaw Incident, Problem, Service Level Management processes across a major IT Network at the Government Accountability Office (GAO)• Conducted incident investigation, collected essential information across all technical disciplines, identified root causes, and determined tasks to prevent recurrence• Coordinated and facilitated collaboration between teams to ensure issues were resolved in a timely manner and uptime of infrastructure meets service levels agreements• Maintained Network Emergency Response Communication processes and sent frequent/critical alerts to all staff on all major outages or degradations providing status updates, workarounds, and notifications when resolutions had been reached• Drove communication by hosting daily meetings, initiating conference call bridges, conducting PowerPoint presentations and compiling weekly/monthly status reports • Communicated directly to senior leadership and Government clients by providing details of incidents, problem updates, root cause analysis, and Service Level metrics• Performed data analysis and calculated statistics ensuring monthly Service Level Agreements were being met• Created Dashboards and Reports in ServiceNow and 3C Logic Call Distribution Systems to help monitor Service Level Targets• Assisted teams by reviewing tickets and providing technical guidance when needed

Washington D.C. Metro Area

• Supervise an 8-person technical Help Desk team that supports 3,500 users working in a Windows Based Environment at Government Accountability Office (GAO) in Washington, DC and across 12 regional offices• Oversee all daily operations, including monitoring the Automated Call Distribution System’s activity, conducting productivity analysis for individual technicians, scheduling personnel shifts, calculating statistics, and creating monthly reports for Project and Government Management Staff• Review all Customer Feedback Surveys and follow up with End-Users to ensure needs were met and satisfied with level of service• Participate in several Special Projects related to updating computer hardware and operating systems, transitioning to virtualized desktop environment, and upgrading cellular devices• Perform Network Account Management in Windows Active Directory & Virtual Desktop environments• Monitor and maintain agency’s core Document Management system which houses mission critical files that are used in various government reports.• Create, update, and develop documentation guides for training, IT procedures, and work flow management purposes• Train new technicians on daily activities, policy guidelines, and general procedures• Analyze, research, diagnose, and resolve computer/network related issues• Respond to customer requests via telephone, by e-mail, or in person• Document and track customer inquiries via a ticketing management system ensuring tickets are closed in a timely manner• Accomplishmentso Promoted from Help Desk Technician to Senior Lead Technician in Sept. 2006o Promoted from Senior Lead Technician to Help Desk Supervisor in Jan. 2007o Promoted from Help Desk Supervisor to Help Desk Manager in Aug. 2018

Washington D.C. Metro Area

US - GAO

Washington D.C. Metro Area

US - GAO

Washington D.C. Metro Area

US - GAO

Bachelor Of Arts - Ba, Economics

Associate Of Arts And Sciences - Aas, Information Technology, 3.6