Michael Ghazi

Experienced in Google Workspace management as Super Administrator, overseeing all aspects of the Google Workspace environment, including email, file storage, collaboration tools, and security policies. Responsible for overseeing all IT Operations for nearly 250 users, ensuring seamless access management, enforcing security policies, and optimizing application provisioning across the organization.

Provided end-user support through various channels including Slack, Jira, and email, with a strong focus on issue resolution and customer satisfaction. Proactively identified areas for improvement, proposed new ideas, and collaborated with team members and superiors to implement innovative solutions to streamline processes and enhance productivity.

Ensured efficient and effective management and maintenance of hospital-wide information systems, as well as the associated services and support. Managed and maintained the HiX application, ensuring its optimal performance and availability for hospital operations.

Provided 1st and 2nd line IT support, diagnosing and resolving incidents to ensure business continuity. Developed automation scripts using PowerShell, enhancing operational efficiency and reducing manual workload.

Managed an average of 50+ incidents and calls daily, achieving a 91% First Time Fix rate. Served as the Single Point of Contact (SPOC) for users, ensuring seamless communication and issue resolution.

Provided remote IT support via Remote Desktop Services (RDS), assisting users with system issues and application troubleshooting. Managed user accounts in Active Directory, including unlocking, disabling, deleting accounts, resetting passwords, modifying permissions, linking/removing rights, and managing Group Policies (GPOs).

Currently pursuing the Practitioner Threat Intelligence Analyst certification with arcX, aiming for completion in 2025. This program focuses on advanced threat intelligence techniques and analysis.

Obtained the Google Professional Workspace Administrator certification in 2023 from Google. This certification validates expertise in managing and administering Google Workspace environments.

Completed the ITIL Foundation V3 certification in 2018 through Global Knowledge/PeopleCert. This certification covers the fundamental concepts and principles of IT Service Management.

Activities and societies: The BHV (Bedrijfshulpverlening) is an emergency response team in the workplace, responsible for responding to accidents, fires, and other emergencies, providing first aid, and evacuating employees if necessary. The goal of BHV is to ensure the safety and wellbeing of all employees and visitors in the workplace.

Received the Life-Saving Action (LEH), Fire, Evacuation and Communication (BOC) certificate from Nederlands Instituut Bedrijfshulpverlening (BHV) between 2018 and 2019. This training equipped me with essential emergency response skills, including first aid, fire safety, and evacuation procedures.

Earned a Diploma in IT Management, MBO 3Q from Techniek College Rotterdam between 2016 and 2017. This program provided a solid foundation in IT management principles and practices.