Summary
Overview
Work History
Education
Skills
Websites
Certificates Training
Certification
Languages
Timeline
Generic

Henri Nambangi

Mableton

Summary

Experienced IT specialist with over 10 years of expertise in enterprise implementation, IT service management, project management, and account management. Demonstrated advanced skills and extensive experience in computer technology through successful collaborations with top-tier companies. Graduated from Georgia State University, an accredited institution for computer science education. Results-driven professional ready to contribute valuable insights and adaptability to new industries. Open to exploring diverse fields and committed to delivering productivity and success.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Technical Account Manager (TAM)

Keplr Vision
09.2021 - 03.2025
  • Actively partner with clients to increase awareness of what the onsite needs are, answered technical questions they had, and communicated back to Keplr IT roadmaps
  • Effectively communicated and engaged with senior leaders
  • Demonstrate expertise in large (multi-site or international) IT projects
  • Built a collaborative trusted partnership with clients within my Region
  • Developed a deep understanding regarding the IT stacks and modalities at each client and be responsible for maintaining living documentation on each
  • Drove timely conclusion and follow-up with the help-desk team in regards to any tickets create by the client
  • Developed and maintained relationships with key stakeholders and decision makers within customer accounts
  • Performed computer, network, hardware, and software installation and configuration
  • As clients are migrated to the centralized practice management system in the cloud, I was responsible for all the technical preflight, and post flight validations to ensure client readiness
  • Conducted monthly reviews of tickets to look for trends for process improvement and participated in monthly TAM group meetings
  • Partnered with our integrations team as needed when onboarding new clients in my region
  • Traveled to each client regularly to continue building bridges and meeting the client’s needs
  • Developed and executed client training plans
  • Assisted with Onsite IT task that needed hands-on

Service Desk Manager

RICOH
01.2016 - 04.2021
  • Supervised and Managed Techs on floor
  • Evaluate and assign schedules to Agents and provide additional help on inbound and out-bound calls
  • Active SME for LHC client
  • Created Knowledge base articles
  • Designed work flow distribution based on skills
  • Responded to incoming support incidents (i.e
  • Telephone, chat, email, text and video) in a timely, professional manner
  • Evaluated incoming issues and give assistance utilizing the appropriate support information and documentation
  • Made entries for incoming issues and all activities that pertained to any existing issues within the incident tracking system
  • Ensured that entries are accurate, detailed, and include all required fields
  • Completed all required administrative tasks such as resolving escalations, responding to emails and reaching out to users in an accurate and timely manner
  • Utilized correct escalation procedures on all irresolvable issues outside the range
  • Utilized Citrix environment to perform admin task
  • Advance knowledge in Active Directory
  • Edit users profiles such as assigning single sign on, password reset, enable/disable accounts, unlock accounts
  • Also assigning Security groups to users’ profiles
  • Exchange Server
  • Provisioning mail boxes
  • Edit mailbox Quota
  • Migrate mail boxes from one domain to another

System Support Representative III (Contract)

Wolters Kluwer
06.2014 - 11.2016
  • Escalation Lead Tech
  • Troubleshoot and fix software (ATX and Taxwise) issues
  • Application architecture and operations, client server technology detailed SQL scripting, database tables/joins/architecture
  • Document technical information clearly for both internal and customer viewable purposes
  • Customer Relationship Management Systems
  • Performed remote session using GoToAssist, team viewer and LogMeIn
  • Networking, MIS, application, technology testing, and internet service
  • Troubleshoot, correct and rebuild Windows registry and application permission keys
  • Ticketing using sales force
  • Developed batch files for quick system base resolutions

Hardware and Software IT Personnel

Lenovo/IBM
08.2012 - 06.2014
  • Team Lead / Floor supervisor
  • Troubleshoot and fix computer issues
  • Analyzing and determining computer hardware issues base on user’s description over the phone or onsite
  • Setting up and installation of computer and networking equipment
  • Perform remote sessions into machines
  • With the help of specific program such as team viewer, LogMeIn, SB Client and others, I performed remoted troubleshooting on different devices
  • Software installation and configuration
  • I did Software installation and configuration via remote access or through the server or with the installation media
  • Configuration was done depending on the request from the client
  • Data entry
  • I also did Data entry using spread sheet programs such as Excel, Nuance Omnipage, presto PageManager and others

Computer hardware assembling

Material in motion
04.2011 - 07.2012
  • Assembled computer hardware
  • I did perform a computer Hardware build up from the chassis to every component of a computer
  • Depending on how the client wanted to customize the machine
  • Testing was also performed at the end of every assembly to ensure that everything works as it is supposed to
  • Configure hardware to function with respective mother boards and computer microchips
  • I was trained to use specific tools to configure most hardware component on the computer such as the system board; updating it serial number using HWiNFO scanner, AIDA64 playbook and others

Team Lead

Graphcom Pressing
02.2008 - 03.2011
  • General Press Unit maintenance
  • Operate the Sheet feeder machine
  • Graphic designing
  • Troubleshot computer hardware
  • Faxing, Software maintenance and appointment scheduling

Education

Bachelor’s - computer science

Georgia State University
Atlanta, GA

Skills

  • Customer Support Management
  • Account Management
  • Customer Success Management
  • Customer Retention Strategies
  • Project Management
  • Service Now
  • Service Desk
  • Active Directory
  • Connectwise
  • LogMeIn Rescue
  • TeamViewer
  • Salesforce
  • UKG (Ultipro)
  • Networking
  • Hardware and software troubleshooting
  • Software installation and configuration
  • Advanced Web mastering
  • Presentation Skills
  • WLAN/VLANs
  • DNS
  • CITRIX environments
  • Office 365
  • Exchange Server
  • VMware
  • VDI
  • Airwatch

Certificates Training

  • Certified/Trained Virtual Assistance technician
  • Networking
  • A+ Certify
  • NSE1, NSE2, NSE3 and NSE4 certified

Certification

  • Comptia A+
  • FORTINET NS1, NS2, NS3 Certify
  • Networking

Languages

French
Native or Bilingual

Timeline

Technical Account Manager (TAM)

Keplr Vision
09.2021 - 03.2025

Service Desk Manager

RICOH
01.2016 - 04.2021

System Support Representative III (Contract)

Wolters Kluwer
06.2014 - 11.2016

Hardware and Software IT Personnel

Lenovo/IBM
08.2012 - 06.2014

Computer hardware assembling

Material in motion
04.2011 - 07.2012

Team Lead

Graphcom Pressing
02.2008 - 03.2011

Bachelor’s - computer science

Georgia State University

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Henri Nambangi