Michael Giglio

Michael Giglio

Technical Support Analyst


      Motivated, proven IT Specialist, looking to obtain a new challenging career in the IT industry as a Desktop Support Technician, Systems/LAN Administrator, Help Desk Analyst or other related position, in a fast-paced, growing environment seeking a person willing to learn and grow with the company.


        I have been working in the IT field for over 5 years now and am always looking for future opportunities that will help me further grow my skills. In the past I have worked for a number of smaller companies that have allowed me to use my IT skills that have been developed  along side my engineering abilities. I have performed double duty as an IT Specialist and furthered my education in IT along side my engineering career. More recently for the past 5 years  have been working full-time for BMO Bank as a Technical Support Analyst. This diverse background has provided me a very unique work experience that has allowed me to become an exceptional problem solver. Due to shrinking markets in the manufacturing industry I am looking to focus on my IT abilities and obtain a full time permanent position that would allow me further growth and future prospects. I feel that I would be a great asset in any position looking for an intermediate to senior level It technician. I invite any such employer to look over my resume and to contact me with any questions they may have about my suitability or to schedule an interview.


Computers, Cars, Martial Arts, Movies and anything technical or mechanical

Work History

Work History
2010 - Present

Technical Support Analyst

BMO Bank of Montreal


  • Quickly took on additional responsibilities such as Tier 2 support, ID Management, KB Document Creator and Team Trainer.
  • BMO Pulse team leader for projects designed to help improve employee work quality and enjoyment.
  • Help support management with SLA reports and attending Problem meetings as Subject Matter Expert.


  •  Provide phone support and efficient resolution of a range of employee enquiries.
  • Participate in leadership roles such as assisting Tier 2, training other Help Desk Analysts, providing team ID management and acting as a BMO Pulse group leader.
  • Assist by mentoring and providing advice to colleagues
  •  Provide efficient and timely troubleshooting of hardware and software issues
  • Utilize multiple call centre support applications to efficiently assist users and agents, while following ITIL practices.
  • Exercise friendly, strong and clear communication skills with callers and co-workers
  • Take ownership of all incidents, follow-up with clients and coordinate with other departments.
  •  Take on many additional responsibilities when required
  • Effectively manage time and prioritize tasks and responsibilities
2010 - 2010

Help Desk Analyst



  • Received user commendation with in first few weeks of taking calls.

  • Successfully learned ticketing systems and customer accounts in record time.

  • Created account notes to increase training speed when training other CSC agents on customer accounts and ticketing tools.


  • Provide effective and timely resolution of a range of customer enquiries from assigned accounts such as WSIB (Worker Safety Insurance Board), NYU (Langone Medical Center),Scotia Bank and JLL (Jones Lang LaSalle).

  • Render trouble resolution, root cause analysis and SLA (Service Level Agreement) maintenance for multiple large enterprise clients.

  • Supply phone support for MS Windows XP, 2000 and Vista operating systems including Active Directory account maintenance for clients with 5000 plus users.

  • Handle a high influx of inbound calls within a dynamic call centre environment.

  • Provide support for VPN, AD, Mainframe, online and other applications such as; Cisco VPN client, Account user password resets, Mainframe applications and connectivity, Connex website, Microsoft Office applications and People soft account maintenance.

  • Utilize multiple call centre support applications to efficiently assist customers and agents, such as IBM Knowledge base, IBM Tivoli Service Desk, Frontrange, Microsoft Technet and personally created notes.

  • Accept assignments with an open, cooperative, positive and team-oriented attitude.

  • Exercise strong communication skills with customers and department personnel

2007 - 2009

Technical Manager

Sammer Technologies


  • Obtained American Society of Quality Certified Quality Inspector Certification.

  • Successfully moved entire company computer foot print from old office to new office.

  • Created project archive database.

  • Developed automated backup procedures.


  • Maintain integrity of engineering data and records, conduct backup, archive and quality audits.

  • Maintain network including WiFi security and work group privileges.

  • Conduct all computer repairs, upgrades and maintenance.

  • Maintain automated backup, disk defrag, anti-virus check and disk maintenance procedures.

  • Train new Engineering Technology Technicians and test there skills.

  • Work on all jobs requiring reverse engineering with advanced modelling such as the NRC Bell Helicopter, Kasey Kahne Nascar, 2010 Canadian Olympic Bobsled.

  • Provide technical support to staff on computer and measuring equipment.

1994 - 2006

IT Specialist / Engineering Technician

Riken Manufacturing


  • Designed and built company LAN (25Pc's, Router, 2 Switches, Cat 5e)

  • Assisted with development and programming of archiving program

  • Developed automated tool-path queuing system between ADX6 and Work-NC

  • Created various scripts for CAD/CAM applications

  • Implemented and maintained various windows systems, servers, and network

  • Managed and assisted in the creation and maintenance of the company website


  • Develop programs, processes and systems to improve productivity

  • Completed all emergency computer repairs due to virus, user error and system failure

  • Maintain/upgrade all computer systems/software (7-shop floor; 10-CAD department; 5-office computers) including Windows 2003 Server, clients and Cincinnati Milacron NT4 Milling Machines

  • Maintain company LAN, website, FTP site, email, firewall and antivirus systems

  • Archive all completed jobs and help maintain backup systems

  • Translate files between various systems using IGES, STEP, ACIS and others

  • Train new employees in CAD/CAM applications and other relevant systems

  • CAD/CAM management, CAD modeling, CAM programming



Humber College

Humber College, Etobicoke, ON

CPA (Computer Programmer Systems Analyst Diploma)

Graduated with Honours

Humber College, Etobicoke, ON

CP Advanced (Computer Programmer Advanced Certificate)

Graduated with Honours

Humber College, Etobicoke, ON

CP (Computer Programmer / Systems Administrator Certificate)

Graduated with Honours