Michael Hatzidakis Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

• Oversaw IT infrastructure updates and troubleshooting, ensuring optimal system performance and uptime across the organization.
• Administered user access and accounts, securing permissions and enforcing password management policies in alignment with security protocols.
• Documented IT workflows for account setup and access control, supporting security compliance and reducing operational inconsistencies.
• Provided technical support and training to new users on IT system usage and basic security practices, contributing to reduced security incidents and improved user proficiency.

Rhodes, Southern Aegean, Greece

• Provided technical support for a wide range of products, including IT equipment, home electronics, and smart devices, ensuring customers received effective troubleshooting assistance.
• Diagnosed and resolved hardware and software issues, often involving installation, configuration, and connectivity concerns, both in-store and via remote support.
• Actively promoted and sold technical products to customers, combining product knowledge and tech support skills to recommend solutions tailored to their needs.
• Assisted customers with after-sales support, addressing product inquiries, managing warranties, and facilitating exchanges or repairs.
• Worked closely with the service department to handle more complex technical inquiries and escalations, ensuring a seamless customer experience.

Athens, Attiki, Greece

• Utilized Microsoft Azure MDR, XDR, and SOAR platforms to monitor, detect, and respond to security threats, enhancing incident response efficiency by 35%.
• Conducted security incident analysis using SIEM tools such as IBM QRadar and Azure Sentinel, achieving 25% reduction in security breaches by proactively identifying vulnerabilities.
• Managed incidents and logged security activities through Jira, ensuring streamlined incident response and compliance with SLAs.
• Collaborated with DevSecOps and cloud security teams to enforce Zero Trust security principles, improving threat mitigation across customer environments.

Toronto, Ontario, Canada

• Maintained a safe environment for staff and visitors through proactive surveillance and communication.
• Responded quickly to emergency situations to assess and deflect issues.Provided excellent customer service to clients while maintaining vigilance in addressing security concerns or issues that arose onsite.
• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.

Toronto, Ontario, Canada

• Engaged in advanced threat detection and network defense as part of one of Canada’s largest cybersecurity teams, identifying system weaknesses and monitoring networks for breaches.
• Participated in hands-on incident response and vulnerability management, utilizing security tools and technologies like firewalls, intrusion detection systems, and SIEM.
• Developed technical and analytical skills through Bell U, gaining experience with cloud security principles, network protocols (TCP/IP, TLS/SSL), and IT security basics.
• Collaborated with team members and mentors to complete high-impact projects, enhancing security posture by analyzing complex data and proactively identifying risk factors.

Toronto, Ontario, Canada

• Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
• Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.

Bachelor'S Degree, Computer/Information Technology Administration And Management

Relevant courses: Foundations of Information Systems IT Infrastructure Systems Analysis and Design Data and Information Management

Security+ Sy0-601 Certification

Earned CompTIA Security+ certification, demonstrating expertise in cybersecurity practices and risk management.