HENRI NAMBANGI
One Digital
Sandy Springs,USA
1
Certification
16
years of professional experience
Results-driven Senior Systems Engineer with 10+ years of experience designing, implementing, and supporting enterprise infrastructure, Microsoft 365 services, and cloud-based identity solutions. Proven expertise in Microsoft 365, Exchange Online, Microsoft Entra ID (Azure AD), Intune, Active Directory, and PowerShell automation. Recognized for resolving complex Tier 3 escalations, leading infrastructure initiatives, and delivering secure, scalable technology solutions that improve operational efficiency and user experience. Successfully managed and supported environments serving 5,000+ users, administered 10,000+ mailboxes and groups, and automated administrative processes that reduced manual effort by up to 70%. Experienced in driving cloud adoption, strengthening security posture through Conditional Access and MFA enforcement, and leading cross-functional projects that improve system reliability, compliance, and service delivery.
Work History
Sr Systems Engineer
6 Months- Led infrastructure improvements across cloud, servers, and network systems to strengthen reliability and scalability.
- Designed and maintained monitoring, alerting, and incident response processes for faster issue resolution.
- Administered identity, access, and security controls across Microsoft 365 and enterprise platforms.
- Automated recurring system tasks to reduce manual effort and improve operational consistency.
- Engineer and support enterprise Microsoft 365, Exchange Online, Entra ID, Intune, and Active Directory environments serving 5,000+ users.
- Manage identity lifecycle processes, licensing, mailbox provisioning, permissions, and access governance for 10,000+ cloud and on-premises objects.
- Develop PowerShell automation solutions that reduce operational overhead by 50%+ and improve service consistency.
- Serve as primary Tier 3 escalation resource for complex messaging, identity, cloud, and endpoint management issues.
- Lead infrastructure modernization, migration, and cloud adoption initiatives that improve reliability, security, and operational efficiency.
- Implement and maintain Conditional Access, MFA, RBAC, and compliance controls aligned with security best practices.
- Administer Intune device management and application deployment strategies across geographically distributed workforces.
- Partner with stakeholders, vendors, and IT leadership to deliver secure, scalable solutions supporting business growth.
IT ANALYST
2 Years 2 Months- Supported over 200+ employees. This role required troubleshooting complex technical issues, providing timely resolution to minimize disruptions.
- Created and managed group policies and users in Entra and Microsoft Admin Portal. Enabled Entra ID Protection to automatically remediate or block access based on real-time risk detections, such as impossible travel or leaked credentials.
- Developed and deployed security policies across company network using Entra. Enforced phishing-resistant MFA for all users, with heightened requirements for administrative accounts and high-risk sign-ins.
- Used Jamf to manage MAC devices, monitoring the device lifecycle, enabling automated setup and software deployment, and ensuring compliance and user privacy.
- Enrolled and managed devices in Intune. Enrollment was based on users' roles and departments. Used Autopilot to streamline new Windows device deployment by automatically joining devices to Microsoft Entra ID, enrolling them in Intune, and applying configurations, apps, and policies according to assigned groups.
- Used Autopilot to decommission workstations with the 'Autopilot Reset' feature in Intune, quickly clearing devices, wiping personal data, and re-applying settings for a new user while maintaining Entra ID management agent.
- Managed SharePoint access by utilizing Microsoft 365 Groups (Owners, Members, Visitors) for broad access and granular, site-level permissions for specific control in O365.
- Managed SharePoint permissions using Microsoft 365 Groups to tighten document access for sensitive projects.
- Led a team of junior engineers in successful project execution while fostering a positive working environment that encouraged professional growth.
- Managed IT projects from inception to completion, ensuring on-time delivery within budget constraints.
- Created, updated, and maintained Azure security standards and best practices across Azure domain.
- Improved system reliability by implementing monitoring tools and conducting regular maintenance tasks in the Azure environment.
- Tested and deployed scalable and highly available cloud-based applications using PowerShell Application Deployment Toolkit (PSADT). Used PowerShell and Git to synchronize configurations to multiple nodes, facilitating quick, consistent deployments.
- Implemented Microsoft Azure Active Directory to mitigate security risks and bolster access management.
- Facilitated secure and efficient remote access solutions for distributed workforce using VPN and Azure Virtual Desktop.
- Oversaw development and implementation of improvements to support network operations.
- Resolved complex technical issues efficiently by leveraging advanced troubleshooting techniques and tools.
- Managed user accounts and permissions using Active Directory, maintaining secure access controls throughout the organization.
- Used Role-Based Access Control (RBAC), security groups, and Conditional Access policies to secure resources in Microsoft Entra ID. Also set up Access Control to manage login and access permission in authorized geographical locations.
- Managed ServiceNow ticket queue during peak hours, lowering average resolution wait for end users. Used ServiceNow to tag incidents based on priorities with different API integrations.
- Used ConnectWise to automate workflows, monitor network health, manage billing, and enable secure remote control of devices to improve operational efficiency and client satisfaction. Also used ConnectWise to deploy automated patching, maintenance, and scripts.
- Configured VPN and firewall rules for remote staff, restoring secure access across distributed sites.
TECHNICAL ACCOUNT MANAGER (TAM)
2 Years 4 Months- Worked with an IT team that supported over 500+ employees.
- Actively partnered with practices to increase awareness of what the onsite needs are, answer technical questions they had, and communicated back Keplr IT roadmaps.
- Conducted investigation of threat alerts using Sentinel One as SIEM (Security Information and Event
- Performed analysis and correlation of network traffic, OS and application-level events. Used specific tools such as PRTG to monitor traffic patterns, volume, and protocols to identify anomalies such as port scans, data exfiltration, or Command & Control (C2) traffic.
- Constantly analyzed security events/logs and reported on threats and incidents across various platforms and environments.
- Used Entra ID to create users' profiles with User Principal Names (UPNs), managing guest access, resetting passwords, and setting up role-based access.
- Delivered remote troubleshooting via LogMeIn Rescue to restore user productivity for distributed staff.
- Used Salesforce as the ITSM for incident management and conversational support. Reviewed monthly ticket trends in Salesforce to recommend procedural changes that lowered repeat incidents.
- Built a collaborative trusted partnership with practices within my region.
- Developed a deep understanding regarding the IT stacks and modalities at each practice and was responsible for maintaining living documentation on each.
- Drove timely conclusions and follow up with the help-desk team in regard to any tickets that had been opened by the practice.
- Ensured all KPIs are completed for each practice.
- Performed PC, network, hardware, and software installation and configuration.
- As practices were migrated to the centralized practice management system in the cloud, I was responsible for all the technical preflight, and post-flight validations to ensure practice 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 practices in my region.
- Traveled to each practice regularly to continue to build bridges and meet practice needs.
- Approved invoices of expenditures made with the practice.
- Resolved authentication problems through troubleshooting Kerberos protocol issues.
- Migrated accounts from other domains into the primary domain using ADMT tool.
- Managed user accounts and group policies, folder access, and security settings with Active Directory.
- Trained employees across multiple departments on network operations, network management software, and permissions.
SERVICE DESK MANAGER
2 Years 2 Months- Led IT support team for external clients serving over 5000 employees, ensuring consistent service delivery and measurable results.
- Supervised floor technicians, assigning schedules and tasks to increase ticket throughput with measurable results.
- Coached agents on inbound and outbound calls to reduce call handling delays and improve response consistency.
- Acted as primary SME for LHC client, resolving complex issues and improving client satisfaction.
- Authored and maintained knowledge base articles to streamline troubleshooting and reduce repeat incidents.
- Responded to security log events and performed incident response to contain and remediate threats.
- Conducted network penetration testing with NMAP to benchmark security posture and identify remediation items.
- Designed skills-based workflow distribution to optimize task routing and improve first-contact resolution.
- Handled multi-channel support (phone, chat, email, text, video) with professional, timely incident resolution.
- Triaged incoming issues using documented procedures to accelerate resolutions and guide users.
- Logged incident details and activity in tracking system to ensure accurate case history and handoffs.
- Ensured incident entries were complete and detailed to support faster escalations and audits.
- Completed escalations and user outreach to close cases within expected timeframes.
- Applied correct escalation procedures for issues beyond team scope to ensure timely senior intervention.
- Performed administrative tasks in Citrix environment to manage system configurations and user support.
- Managed Active Directory tasks including SSO assignments, password resets, and account unlocks.
- Assigned security groups and edited user profiles to enforce access controls and permissions.
- Administered Exchange Server tasks including mailbox provisioning and quota adjustments.
- Migrated mailboxes across domains to maintain continuity and minimize user disruption.
SYSTEM SUPPORT REPRESENTATIVE III
2 Years 10 Months- Led escalation team resolving complex ATX and Taxwise issues to restore service and reduce repeat incidents significantly.
- Troubleshot and repaired application errors across client-server environments, improving system uptime and stability.
- Managed application architecture and SQL tasks, optimizing database joins and schemas to improve query performance.
- Documented technical procedures and customer-facing guides to improve clarity and reduce support follow-ups.
- Maintained CRM records to track customer interactions and streamline case resolution workflows.
- Conducted remote support sessions using GoToAssist, TeamViewer, and LogMeIn to resolve issues promptly.
- Performed network, MIS, application, and ISP testing to isolate root causes and expedite fixes.
- Repaired Windows registry and permission key resets to restore application access and reduce reinstall occurrences.
- Tracked and prioritized cases in Salesforce to ensure timely resolution and improved response metrics.
- Developed batch scripts to automate common system fixes, reducing manual troubleshooting time and repeat tickets.
HARDWARE AND SOFTWARE IT PERSONNEL
2 Years 11 Months- Led floor operations and supervised a technical team to maintain service levels and resolve escalations promptly.
- Managed multiple concurrent tasks with adaptability, ensuring timely ticket resolution and steady workflow.
- Diagnosed and repaired a wide range of hardware and software faults to restore systems to operational status.
- Performed routine maintenance and component-level repairs to extend equipment lifecycle and reliability.
- Installed and configured desktops, servers, and network devices according to company standards and client requirements.
- Conducted remote support sessions to troubleshoot and resolve user issues using secure access tools.
- Executed remote diagnostics using TeamViewer, LogMeIn, SB Client, and similar tools to resolve device errors.
- Delivered consistent, professional customer service in a fast-paced support environment, improving client satisfaction.
- Configured and supported software via remote access, server deployment, or installation media per client requests.
- Customized system configurations based on client specifications to meet operational needs.
- Entered and maintained accurate technical and asset data for tracking and reporting purposes.
- Captured and organized data in Excel and document management tools to support audits and operational reporting.
COMPUTER HARDWARE ASSEMBLING
1 Year 3 Months- Assembled computer hardware.
- Performed a computer hardware build-up from the chassis to every component of 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 motherboards and computer microchips.
- Trained to use specific tools to configure most hardware components on the computer such as the system board; updating it serial number using HWINFO scanner, AIDA64 playbook, and others.
Education
MASTER - Health Informatics
Completed coursework towards Master in Health Informatics
BACHELOR'S - Computer Science
Skills
Customer Support Management
Account Management
Active Directory
Customer Success Management
Intune
Azure
Entra
Service Now
PowerShell
ConnectWise
LogMeIn Rescue
Azure AD
Cloud computing
Salesforce
Federation
SSO
SAML
Networking
Hardware and software troubleshooting
Software installation and configuration
Advanced Web mastering
WLAN/VLANs
DNS
CITRIX environments
Office 365
Exchange Server
VMware
VDI
AirWatch
ITIL framework
CRM software proficiency
Certification
- CERTIFIED/TRAINED VIRTUAL ASSISTANCE TECHNICIAN
- SECURITY +
- NSE1, NSE2, NSE3 CERTIFIED
- NETWORK +
- COMPTIA A+
Timeline
Sr Systems Engineer
One Digital
04.2026 - CurrentRead More
IT ANALYST
Scan.com
02.2024 - 04.2026Read More
TECHNICAL ACCOUNT MANAGER (TAM)
Keplr Vision
09.2021 - 01.2024Read More
SERVICE DESK MANAGER
RICOH
06.2019 - 08.2021Read More
SYSTEM SUPPORT REPRESENTATIVE III
Wolters Kluwer
07.2016 - 05.2019Read More
HARDWARE AND SOFTWARE IT PERSONNEL
Lenovo/IBM
08.2013 - 07.2016Read More
COMPUTER HARDWARE ASSEMBLING
Material in Motion
04.2011 - 07.2012Read More
Georgia State University
BACHELOR'S from Computer Science
Read More
MASTER from Health Informatics
Read More