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.
• 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.
• Reviews Financial Data and Invoices ensuring high profitability and gross margin.

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.
• 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.
• 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

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.
• 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

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.
• 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.

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