Summary
Overview
Work History
Education
Skills
Timeline
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Michael Wyley

Eatontown,NJ

Summary

Results-driven Telecommunications Technician with 20+ years of experience in fast-paced trading floor environments. Expert in troubleshooting and managing TDM & IP Voice and Data Network infrastructures, optimizing customer relationship management and problem-solving for seamless daily operations and exceptional client satisfaction.

Overview

28
28
years of professional experience

Work History

Lead Technician

BT Group
New York, NY
11.2012 - Current
  • Supervised and administered the entire telecommunications infrastructure on the trading floor, including PBXs, call management systems, voicemail, and interactive voice response systems.
  • Ensured a high level of customer satisfaction by addressing and fixing technical challenges in a timely manner.
  • Performed system maintenance, which encompassed troubleshooting, repairs, upgrades, and installations.
  • Executed thorough troubleshooting to diagnose issues with telecommunications and data equipment, conducting necessary repairs such as line tests and circuit board replacements.

Field Service Technician

BT Group
New York, NY
06.1998 - 11.2012
  • Provided superior customer service by ensuring smooth call flow and resolving complex technical issues.
  • Identified and resolved telephony and data-related issues for the Help Desk through technical assistance.
  • Provided field technical support for BT Turret switches, voice recording platforms, and intercom systems to financial firms throughout the tri-state area.
  • Delivered dispatch and installation technical support to the offices of Credit Suisse, First Tennessee, Morgan Stanley in Atlanta, and BP in Chicago.

Telecommunications Analyst

HSBC
New York, NY
05.1996 - 06.1998
  • Coordinated installations of telecom, network, and market data services.
  • Reviewed and evaluated service requests from customers to ensure accuracy of information provided.
  • Maintained comprehensive network documentation for routers, patch panels, and trading workstations.
  • Ensured the proper allocation of riser assignments through accurate database management.
  • Aided Project Managers in the planning of trading floor infrastructure modifications.

Education

Associate of Science - Telecommunications

New York University
New York, NY
09-1988

Bachelor of Arts - Journalism

Norfolk State University
Norfolk, VA
05-1985

Skills

  • Help Desk Operations
  • Digital Voice Communication
  • Advanced IP Turret Utilization
  • Carrier circuits
  • Installing equipment
  • Troubleshooting and diagnosis
  • Technical Documentation
  • ServiceNow Platform Experience
  • Oracle Database Management
  • NICE System Proficiency

Timeline

Lead Technician

BT Group
11.2012 - Current

Field Service Technician

BT Group
06.1998 - 11.2012

Telecommunications Analyst

HSBC
05.1996 - 06.1998

Associate of Science - Telecommunications

New York University

Bachelor of Arts - Journalism

Norfolk State University

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Michael Wyley