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
2012.11 - 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
1998.06 - 2012.11
- 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
1996.05 - 1998.06
- 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, NY1988-09
Bachelor of Arts - Journalism
Norfolk State University
Norfolk, VA1985-05
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
2012.11 - Current
Field Service Technician
BT Group
1998.06 - 2012.11
Telecommunications Analyst
HSBC
1996.05 - 1998.06
Associate of Science - Telecommunications
New York University
Bachelor of Arts - Journalism
Norfolk State University
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