Contact
361-726-3399 (Home)
tyger0951@gmail.com
www.linkedin.com/in/tyger-
guzman-a7166490 (LinkedIn)
Top Skills
Data Analysis
SQL
Python
Tyger Guzman
Technology Administrator @ Medtronic
San Antonio, Texas Area
Summary
Some Examples of my work can be found : https://
coder0951.github.io/
I have a workforce call center background along with previous
leadership experience with specialties in data visualization and
analytics. Few mentionable skills are coding languages including but
not limited to sql , html, css , vba and diverse call center background
with realtime analytics, scheduling ,and call routing to name a few.
Experience
Medtronic
3 years 8 months
Technology Administrator
February 2017-Present
San Antonio, Texas
My main role is Data Visualization ,data automation , data analysis ,
SharePoint site collection admin, and software technologies specialist. With a
focus on SQL , Python , R scripting for automation and dashboard integration.
Responsibilities:
Create and Maintain Spotfire Dashboards
Excel Dashboards
Report Automation
Data Analysis
Web Design
Scheduler
February 2015-February 2017(2 years 1 month)
San Antonio, Texas
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Work with multiple department senior leadership to develop strategic
scheduling plans for the immediate , short and long term planning. While
ensuring service levels. Develop and refine scheduling related workforce
process to gain efficiency.
Data analyst
SharePoint Site Collector Admin
Tibco Spotfire User
Cisco CUIC
Verint/Impact360
Pace
4 years 11 months
Workforce Operations Analyst
July 2012-February 2015(2 years 8 months)
San Antonio, Texas
Execute real-time monitoring of contract obligations, call volume, scheduling
adherence, compliance and attendance
* Staffing and scheduling manipulation
* Task Organization
* Verbal and Written Intra-Department communication
* Process Weekly payroll
* Data Analysis
* Monitor and communicate infractions in attendance, scheduling and any
inconsistencies in metrics or operations.
* Trained colleagues on additional tasks and skills
* Collaborate and maintain cross functionality between sites.
* Call volume and scheduling forecasting
* Manage and track external training requirements real-time to ensure that
business contract obligations are met
*Generate analytical reports for management and clients
*Excel vba programming
Technical Support Tier 2
April 2010-July 2012(2 years 4 months)
San Antonio, Texas
* Troubleshoot VoIP, IPTV, and internet
* Customer interactions live and follow ups
* Documentation and case research
* Dispatching
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* Maintain case, dispatch and repeat rate metrics within standards
* Call monitoring
* Supervisor point of contact
* Peer coach
* Ran troubleshooting labs with agents.
* Conducted side by sides - SOS, abusive member scripting, out of scope.
* Run average handle time
* Projects list agent
* Live and call back escalated sup calls.
* Mentor for new team members
Valero Energy Corporation
Store Manager
December 2006-September 2009(2 years 10 months)
Corpus Christi, Texas
Maintain and Increase Gross Profit, Gross Profit Margin, and Keep Store
Standards
* Trained Employees on methods and procedures of store operations. On the
job training along with computer course.
* Yearly reviews for employees, training candidates for management.
* Interviewing new hires
* Inventory management
* Scheduling
Education
ITT Technical Institute-San Antonio
Associate of Science (A.S.),Computer Engineering Electronics
Technology·(2009-2011)
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