Michael Heerwagen Email & Phone Number

Colorado Springs, Co, Us

Arlington, Va, Us

Accenture Federal Services - Contract.• SME in Zscaler Internet Access, Zscaler Client Connector, Zscaler Private Access, Conditional Access, Azure Identity, Azure Applications, Zscaler Suite Expertise: Led the design and implementation of Zscaler Internet Access (ZIA) profiles to ensure a secure posture within a government FedRAMP moderate instance, balancing needs across CASB, DLP, Firewall, and ATP functionalities.• Endpoint Access Security: Designed implementation and maintained Zscaler Client Connector (ZCC) and Private Access (ZPA) configurations, enhancing endpoint security and network connectivity, including disaster recovery planning and proof of concept for Microsoft Direct Access replacement.• Compliance and System Configuration: Played a crucial role in setting up and documenting compliant system configurations across various platforms, integrating Azure Identity, BeyondTrust EPM, and Jamf Pro for enhanced security measures.• Mass Storage Device Control: Architected and executed policies to restrict unauthorized access to unencrypted USB devices, contributing to the organization’s readiness for CMMC Level 2 - NIST 800-171 compliance.• Software and Endpoint Management: Led the deployment and management of software across endpoints using SCCM, Intune, and Microsoft's winget, ensuring proper software governance and patch management.• Microsoft Defender and BeyondTrust Management: Advanced the organization's security posture by optimizing Microsoft Defender for Endpoint and Beyond Trust Endpoint Privileged Management, focusing on policy updates and event telemetry analysis.• Collaboration and Documentation: Assisted in robust documentation efforts and provided escalated support, ensuring the operational effectiveness of cybersecurity solutions across the organization.

Accenture Federal Services contract through intermediary.

Chicago, Il, Us

Accenture Federal Services - Contract.• SME in Zscaler Internet Access, Zscaler Client Connector, Zscaler Private Access, Conditional Access, Azure Identity, Azure Applications, Zscaler Suite Expertise: Led the design and implementation of Zscaler Internet Access (ZIA) profiles to ensure a secure posture within a government FedRAMP moderate instance, balancing needs across CASB, DLP, Firewall, and ATP functionalities.• Endpoint Access Security: Designed implementation and maintained Zscaler Client Connector (ZCC) and Private Access (ZPA) configurations, enhancing endpoint security and network connectivity, including disaster recovery planning and proof of concept for Microsoft Direct Access replacement.• Compliance and System Configuration: Played a crucial role in setting up and documenting compliant system configurations across various platforms, integrating Azure Identity, BeyondTrust EPM, and Jamf Pro for enhanced security measures.• Mass Storage Device Control: Architected and executed policies to restrict unauthorized access to unencrypted USB devices, contributing to the organization’s readiness for CMMC Level 2 - NIST 800-171 compliance.• Software and Endpoint Management: Led the deployment and management of software across endpoints using SCCM, Intune, and Microsoft's winget, ensuring proper software governance and patch management.• Microsoft Defender and BeyondTrust Management: Advanced the organization's security posture by optimizing Microsoft Defender for Endpoint and Beyond Trust Endpoint Privileged Management, focusing on policy updates and event telemetry analysis.• Collaboration and Documentation: Assisted in robust documentation efforts and provided escalated support, ensuring the operational effectiveness of cybersecurity solutions across the organization.

Chicago, Illinois, Us

• Transition to Microsoft Technologies: Spearheaded the replacement of Symantec with Defender for Endpoint using SCCM, Intune, and PowerShell, integrated with Microsoft Sentinel for robust security monitoring and automated incident responses.• Privilege Access Management: Served as a subject matter expert for Beyond Trust, significantly improving macOS performance and policy compliance for developers and high-flex users.• Cloud Security with Zscaler: Architected and implemented Zscaler to safeguard internet and private access, leading high-level configurations and policy setups for enhanced tenant security.• SAML/SSO and MFA Implementations: Built robust Conditional Access policies and advised on implementation of SaaS integrations and their secure and functional design.• Policy Development and Training: Developed and deployed critical policies including an Acceptable Use Policy at login across macOS and Windows, and trained teams on cybersecurity best practices and tool usage.• Compliance and Audit: Collaborated with compliance teams to handle vendor security assessments and audits, enhancing the cybersecurity posture and compliance readiness.• Strategic Cybersecurity Enhancements: Drove the adoption of modern cybersecurity frameworks including Zero Trust and DLP solutions, and led generative AI initiatives to align with security and privacy regulations.

Boston, Ma, Us

• Microsoft Security Suite Mastery: Led initiatives around Microsoft Defender for Endpoint, Office 365 ATP, and Intune, focusing on creating secure and compliant environments through proactive and reactive security measures, such as Exploit Protection and Attack Surface Reduction.• Endpoint Security Transformation: Managed the transition from McAfee and Carbon Black to Microsoft Defender, involving the decommissioning of existing tools and replication of controls, enhancing endpoint performance and compliance.• Advanced Security Operations: Developed Advanced Hunting Queries and implemented automations for threat mitigation and alerting, significantly improving operational efficiency and security incident response.• Integration and Automation Expertise: Scripted solutions to enhance functionality across Microsoft Security Suite and Endpoint Manager using PowerShell, and integrated external SIEM and analytics solutions to bolster security insights.• Collaboration and Stakeholder Engagement: Worked closely with Microsoft program managers to address and resolve feature gaps, ensuring that our needs were prioritized on the development roadmap. Provided demonstrations to stakeholders, illustrating the efficacy and strategic importance of new security features.• Compliance and Policy Development: Played a key role in the design and enforcement of security policies and standards, including STIGs and baseline policies for compliance across a variety of operating systems and environments.• Endpoint Compliance and Security: Led the maintenance and administration of Carbon Black and McAfee environments, overseeing server clusters and database systems, and ensuring robust security and compliance were maintained.• Innovative Security Solutions: Spearheaded the design and implementation of a CrowdStrike Falcon proof of concept, demonstrating its effectiveness on diverse operating systems and integrating it with cloud services for enhanced security monitoring

Redmond, Washington, Us

• Role Summary: As a dedicated engineer within the highest echelon of Microsoft Enterprise Paid Support (Support for Mission Critical, SMC/PMC), I provided top-tier reactive, proactive, on-site discovery, and advisory support across a comprehensive suite of technologies. This role demanded a deep understanding and operational excellence in managing and supporting a wide array of enterprise-level solutions.• Technology Expertise: Delivered expert-level support for a diverse set of technologies including Exchange (On-Premises and Online), SharePoint, Skype/Lync, Intune, Dynamics CRM/AX, SQL Server, Windows Server, System Center, Windows Networking, and Azure Cloud Workloads.• Proactive and Strategic Support: Engaged in scripting, third-party integration, automation, and solution implementation aimed at preempting issues and optimizing client infrastructures for better business outcomes.• Customer Satisfaction and Relationship Management: Successfully maintained high satisfaction rates across all client interactions, instrumental in securing contract renewals and expanding business engagements due to exceptional support and innovative problem-solving capabilities.• Leadership and Process Improvement: Led the reform of internal documentation and operational processes, improving efficiency and service delivery. Trained, mentored, and managed vendor staff for on-call support projects, enhancing team capabilities and readiness.• Innovation and Development: Designed and implemented solutions tailored to enterprise customers' needs, particularly within Office 365 environments. Contributed to internal beta initiatives, providing critical feedback and testing to refine Microsoft’s service offerings.

Plano, Tx, Us

• Cloud Infrastructure Expertise: Designed and maintained robust AWS environments, utilizing Terraform, Ansible, and AWS CLI for streamlined automation and efficient cloud resource management.• Virtualization and Server Management: Oversaw the architecture and maintenance of VMware VCenter and ESXi 6.0 systems, ensuring high availability and performance. Administered Armor Hosting and HPE Nimble SAN systems for optimal storage solutions.• Security and Compliance: Managed comprehensive security operations including McAfee EPO, Carbon Black, and BitLocker implementations. Led the transition from traditional antivirus to NextGen AV solutions, enhancing endpoint security across the organization.• Active Directory and Network Services: Executed major updates to Active Directory across multiple forests, designed and implemented group policies, and rebuilt forest trusts to ensure secure and efficient network operations.• Automation and Scripting: Developed and maintained scripts in PowerShell and Python, facilitating automation tasks, and integrating security solutions such as Automox for patch management and application distribution.• Software and Application Management: Handled the administration of Atlassian software, Google Apps, and professional Gmail, maintaining operational excellence and supporting business communications.• Innovative Solutions Implementation: Designed and deployed Windows Deployment Services and Preboot Execution Environment for streamlined Windows 10 deployments. Led the creation of light applications using Python, contributing to process automation and operational efficiency.

Fort Worth, Texas, Us

Developed and Designed: •Documentation, Process and SOP for Office 365 Pilot Program 300+ Users•Hybrid Deployments Exchange,Skype,SharePoint, Active Directory within organization.•Internal SharePoint WikiUpdated and Optimized:•Skype Server 2013 with Hybrid Configuration•Hybrid Configuration and Federation information•Exchange 2013 Servers, DAGS, and Database Rebuilds•AD FS Farm 4.0 and Active/Passive Failover•Domain Controllers upgrade to Windows Server 2016•Custom Reporting for Exchange 2013, Skype Server 2013 and Active Directory•ITS Platform Services SharePoint Driven Site and Dash Board•Raised Functional Level of Domain to Server 2016 and updated/expanded Schema•Relying Party Trusts from SAML 1.1 to SAML 2.0 for Line of Business Applications•Public Folder Coexistence for use of the Pilot Program•DAGs to Remote Datacenter repurposed as Disaster RecoveryDeveloped and Implemented:• Assisted Desktop Team with System Center 2016•AD Organization Unit Restructure and Delegated Permissions•Advanced Group Policy Management Server and Business Procedures•Automation Scripts, Monitoring and Alerts using PowerShell•Planning of DLP, DMARC, DKIM, Intune with CyberSecurity Team•Public Information Requests (PIR) Automation Process and Scripts•Monitoring and Reports using SolarWinds•Preparation of Microsoft Identity Management•AD Sync environment for Azure AD•Office 365 Migration•AirWatch for Office 365 Users•Design PeopleSoft Directory Interface with Vendors•Current Retention Policies and PIR Practices Moved from Legacy methodology Exchange server 2007•Inclusion of Exchange Online Mailboxes to current PIR Procedures•Our Team's Servers using VMWare vCenter 6.5•Architect Azure Government Resources for Virtual Environment including Networking, Servers, and services•Sharepoint Online, PowerBI and One Drive•Certificate Authority Servers and Repaired CA Distribution and Replication

Dallas, Tx, Us

• Provided Experience and Support for Office 365 Migration• Migration of 80,000+ global mailboxes• Supported AD Sync environment and cleaned up any errors with Azure AD• Provided support on ADFS and other authentication platforms regarding Office 365• 5000+ Public Folder Migration and Organization• Enterprise Vault Management for On-premise and Migrated Mailboxes• Powershell Scripting for automation, integration, and administration• Assisted in maintaining Exchange 2010 Deployment both Hybrid and on premise • Reviewed Migration logs for errors and implemented fixes• Created various data gathering and Automation scripts with PowerShell• Configured Exchange CAS servers for proper MRSProxy Endpoint Site scopes• Office Troubleshooting and Exchange Mailbox Repair• Identity Management, Synchronization, and Maintenance

Redmond, Washington, Us

Tier 3 'last resort' Escalation Engineer for Exchange Online and various other Office 365 Cloud support issues. Supporting Premier and Professional Microsoft Customers.• Support provided via phone, email, and remote control sessions• Connected with the back end, front end, and client applications for Microsoft's Office 365 - Examples Not Limited: Azure Active Director, Directory Synchronization, Federation, AD FS, Exchange Online Protection, Compliance, Exchange Hybrid, Office 365 Portal, Exchange Admin Portal, Outlook 2010, 2013, 2016, Exchange 2007, 2010, 2013, 2016, Azure Networking, Express Route,...ETC• Handle Escalations and Critical cases that are not solved by normal research methods or lower tiers• Maintain High Customer Satisfaction and Prompt Resolutions• Assist with Developmental Changes and Application Updates• Providing Training, Resource Materials, and Technical Articles• Supportability advocate working with many Program Managers on Product Releases.• Maintaining my own Lab with a fully deployed environment: - Hyper-V Host Server 2012R2; Domain Controller 2012R2; Exchange 2010 2008R2; Exchange CAS 2013 Server 2012R2; Exchange Mailbox 2013 Server 2012R2; Dirsynced-Hybrid-Federation with SingleSignOn and Office 365 Tenant. Azure AD Premium and Exchange Online Protection | 3 Hybrid Deployments to a Single Office 365 Tenant./#/ This LAB environment requires a working and applied knowledge of all the systems listed above and including Hyper-V Virtual Guest management; Powershell: Exchange/PS2-4/Azure, IIS 6-8.5, SSL 2048bit Certificate Management; Windows Advanced Registry; and Microsoft Internal Tools.• Side work related to C# .net Visual Studio regarding internal tools development and IoT (Internet of Things)-- I have received 2 Awards -- One which was regarding Customers Solution Experience with a large University. The second involved impact and leadership internally.

Richardson, Texas, Us

• Exchange 2003-2013+Office365 Administration, Support, Repair, Implementation, Migration.• Migration of 3rd party mail services to Exchange 2010-Office 365 from hMail, Google, Web-based pop3, Exchange cloud.• Advanced Active Directory and Domain Configuration. Manipulating and repairing domains.• Active Directory Federation Services (ADFS) with Windows Azure Directory Synchronization; Single Sign-On• Domain Upgrades from 2003 to 2012 R2 including Functional level and FSMO Roles. • Exchange Litigation and Archive Management and Implementation.• Repair and diagnosis tools: ADSIEDIT, DCDiag, MIISClient, 3rd Party references, MSFixit. – to name a few.• Work with Forests containing several domains and setting up one-way trusts and authentication.• In-Depth Group Policy Creation and Management• Integration of 3rd party line of business software to Exchange and Office products• Basic Exchange Management Shell and Powershell commands to complete various tasks and pull statistics.• Advanced Microsoft SQL 2000-2014 Administration and Repair.• Sharepoint 2010/2013/Office365 Implementation, Administration, Repair, and Basic Design.• Microsoft Windows Deployment, Microsoft Deployment Toolkit, Windows Automated Installation Kit• Hyper-V and Failover Clustering with Basic SAN Storage Management• Managed Services Provider supporting over 100 clients range from 15 to 300 users• Management of over ~2000+ Users, Devices, Computers, Infrastructure, and Software • In Depth Research to solve business critical using Microsoft KB Articles, Technet Forums, MSDN, Partner Support• Kaseya RMM Tool Development and Automation Scripting with Monitor Creation and Management

Bedford, Tx, Us

Managed Services coordinator and systems engineer. VOIP Phone Engineer, Labtech RMM Engineer, Labtech script engineer and analyst. Company Branding. Software Integration Administrator. ESET Server Administrator Advanced Malware/Virus Defense Engineer, Company On-Boarding and Documentation.• Maintaining Customer Relationships, Department Organization, and Development of Business Strategies.• Facilitated high level projects from office moves to complex Exchange DAG environments over MPLS COLO• Implemented Microsoft Server migrations, Upgrades, and Microsoft Integration• Advanced Management of On-Premise Active Directory, Exchange, and SBS Servers.• Hyper-V and VMware Management, Implementation. • Business level client development – conforming clients to a 100% Microsoft Environment.• Lync 2010 and 2013 On-Premise implementation, upgrade, and administration• Managed Services Provider supporting over 50 clients range from 15 to 200 users• Management of over ~1000+ Users, Devices, Computers, Infrastructure, and Software • Line Of Business Software support, administration, vendor management, and installation• Networking Builds with Open Source PFSense Devices.• Advanced Labtech RMM Tool Development and Automation Scripting with Monitor Creation and Management• Microsoft Windows Deployment, Microsoft Deployment Toolkit, Windows Automated Installation Kit• Basic Exchange Management Shell and Powershell commands to complete various tasks and pull statistics• Advanced Active Directory and Domain Configuration. Manipulating and repairing domains.• Integration of 3rd party line of business software to Exchange and Office products

Dallas, Texas, Us

Project Manager, VOIP Phone Engineer, Labtech RMM Engineer, Connectwise Administrator and Engineer, Managed Services coordinator and engineer. Script Engineer and analyst. Sharepoint Web Administrator and Designer. Graphics Design and Integration. Software Integration Administrator. VMSphere+ESXi 4-5. ESET Server Administrator and Clean Malware/Virus Defense Engineer, Company On-Boarding and Documentation.• Support of Small and Medium Business Environments from Helpdesk to Server.• Switchvox VOIP Engineer – Develop, Maintain, and Implement VOIP Systems• VMWare and Hyper-V Management and Server Builds• Advanced 3rd Party Line of Business application support.• Advanced Workstation Helpdesk Support and Software Administration • Active Directory Administration and Exchange Administration• Basic to Intermediate level of Server build and Management• Labtech RMM Tool Automation and Scripting

Bellevue, Washington, Us

Maintaining LAN WLAN WAN, Windows Servers, Windows Virtual Servers, Windows XP 7 Workstations, Intranet FrontPage and SharePoint internal website creation and management, OSX + iOS, Documentation and Installation Guide creation and management, ISA, SCCM, SCOM, WDS, MDT, TMG, RFID Symbol Scanning Devices WinCE 5.0• Microsoft Windows Deployment, Microsoft Deployment Toolkit, Windows Automated Installation Kit• Microsoft Frontpage Intranet Site development, maintenance, and administration• Active Directory Administration and Management of Local User Accounts• Upgrading of Windows XP Pro Workstations to Windows 7 Pro• Windows Virtual Servers 2005 Management, Support and Administration• ISA and TMG Management, Support, and Administration• Advanced Workstation Support, Administration, and Maintenance • SCCM 2008 and 2012 Training and Administration • Windows CE 5 and 6 Management, Support, and Administration for Symbol RFID Mobile Computers

Remote and onsite Maintenance of 20 small businesses covering LAN WLAN WAN VPN, P2P, Tunnels, Sonicwall, OSX and iOS support, bootcamp, Citrix Xenserver/Xenapp, Windows Servers, Windows Virtual Servers, Documentation and Installation Guides, Windows XP Vista 7 Workstations, Local MSP marketing, company logo branding (did not create original logo), and www.rigidnet.com website creation. SharePoint, Raisers Edge, Dentrix 4-5, Labtech, Connect Wise, Kaseya• Exchange 2003-2010 Management, Administration, and Support• SBS Upgrades from 2003/2008 to 2010• Active Directory Administration and Support.• Full Helpdesk Support• Advanced Networking Full OSI Management and Support• XenServer/Xenapp Build, Administration, and Management• Windows Virtual Servers• Labtech RMM Tool Automation and Scripting

Richfield, Minnesota, Us

Sales of Geek Squad Services, and the performing of Geek Squad Services on customer devices, Scheduling and prioritizing Geek Squad Department Associates, Merchandise Inventory, Documentation and Confidentiality of Customer Personal Information, Sales Floor Consultation