Summary
Overview
Work History
Education
Skills
References
Summary of Qualifications
Leadership Experience
Timeline
Generic

Arvin Villaluz

Union City

Summary

Experienced leader with a strong background in process development and team management at Terafina Inc. Successfully implemented support software, resulting in improved performance metrics and increased customer satisfaction. Skilled in cross-functional collaboration and employee training, fostering a motivated support team.

Overview

25
25
years of professional experience

Work History

Director of Global Support/SW Support Manager/SW Support Manager

Terafina Inc./NCR/NCR-Voyix/Candescent
San Ramon
09.2020 - 07.2025
  • Develop/Create Processes for Support team
  • Interview and hire for Support Engineers
  • Transition customers from Delivery to Production Support
  • Implement Support software (ex:Paging system, CSAT Survey, Knowledge Base)
  • Integration of Terafina Support with existing NCR/Candescent Support teams

Senior Support Manager

Blume Global
Pleasanton
01.2020 - 03.2020
  • Manage and stabilize Pleasanton and Chicago Support teams
  • Collaborate with Global Support leadership to improve bandwidth and efficiencies for the global Support team
  • Handle daily escalations from customers and work within Support and cross functionally with Engineering/Product to resolve high priority issues

Head of Client Support

Elementum
Mountain View
01.2019 - 01.2020
  • Maintain a global Support team supporting international customers across multiple time zones
  • Built and train a Tier1 and Tier2 offshore team (Manila and Argentina)
  • Monitoring and reporting on the performance such as closure rates, response times, and CSAT surveys to improve the effectiveness of the Global Support team and provide metrics to C-level management
  • Collaborate cross functionally with Implementation leadership to create a Service Catalog to benefit Support’s technical function and improve bandwidth for the Implementation team
  • Review and maintenance of Support SLA contracts for existing and new customers
  • Creation and development of Knowledge Base for internal and external use
  • Explore, implement, and integrate tools, processes and systems that will help the team scale
  • Project manage one-off projects assigned to team members, while thinking strategically about short- and long-term goals for the Global Support team
  • Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth

Client Support Manager

Elementum
Mountain View
04.2015 - 01.2019
  • Worked with Head of Client Services to build 24x7 Global Support team
  • Coordinate between US, Asia and European teams day-to-day Support ticket queue management and oversight with focus on Service Level Agreements, including incident triage, resolution, and escalation management for customer stakeholders
  • Conduct regular (4x a month) 1:1 meetings and formal reviews with team members and peers to provide performance feedback, monitor progress, set expectations, and mentor towards personal, team and company goals
  • Management of local client relationships and meetings, including customer-site visits as necessary
  • Manage and administer best practices, business process definition/development (via ie: Salesforce, Jenkins), Support related documentation, implementation, streamlining knowledge articles, websites, FAQ’s, and Wiki’s in support of team efficiency/quality and contribute to Support’s internal Knowledge Base
  • Function as liaison between internal technical/non-technical teams (via Agile/Scrum) and client application users
  • Execution and delivery of weekly and monthly performance reports and metrics of global Support team
  • Client Support on-call and 24x7 rotation coverage
  • When problems arise, drive post mortems cross functionally to perform root cause analysis to develop permanent corrective actions to improve process where needed
  • Screen for and interview new hires, On board and train local and international team members
  • Management of special projects as directed

Customer Support - Operations Support Analyst

Workday
Pleasanton
01.2014 - 04.2015
  • Work directly with customers, technical operations and development to research, debug, and resolve system stability issues in a timely manner
  • Manage incoming case queue with strong adherence to Service Level Agreements
  • Clearly document communications with customers within Salesforce case management system
  • Ensure customer satisfaction through outstanding customer service and high-quality technical responses
  • Effectively prioritize and escalate customer issues as required
  • Participate in projects and initiatives to improve processes and drive efficiency gains
  • Participate in a 24X7 global coverage plan

Cloud Platform Engineering - User Database Service Operations Engineer

Yahoo Inc.
Santa Clara
12.2005 - 11.2013
  • Deploy software changes to large-scale distributed system in production under SOX compliance and opening necessary change management requests
  • Manage project communications with key project staff members in the U.S. and India
  • Project manage software and operating system projects between development, system administrators and operation teams
  • Develop "work arounds/reschedule" to mitigate impacted timelines to meet deadlines
  • Maintain the project risk registry
  • Deliver management satisfaction by controlling project scope and schedule
  • Conversion of FreeBSD UNIX servers to Red Hat Linux
  • Create and implement BCP (business continuity plan) for operations team
  • Work with clients to migrate service settings
  • Performed basic OS/hardware/network troubleshooting
  • Provide global client support to all Yahoo! Properties that access the UDB
  • Provide technical assistance and training to junior members of the UDB team
  • Working Knowledge of Concurrent Versions System (CVS)
  • Responsible for documentation of processes and contributing to FAQ’s and runbooks
  • Provide 24 x 7 x 365 global on-call support both as primary on-call and as second level support for junior team members with a 15 minute SLA response time maximum requirement
  • Provided effective communication channel for executives during critical high priority site emergencies
  • Data gathering and analysis for weekly reporting to Engineering Management
  • Client approvals for Yahoo properties to User Database
  • Configuration and implementation of 3rd party feeds

Operations Workflow Technician/Supervisor

Yahoo Inc.
Santa Clara
01.2005 - 12.2005
  • Assumed acting manager/supervisor role during manager’s leave of absence
  • Provided daily customer support for Yahoo properties and Operations
  • Data gathering and reporting to Operation Management
  • Maintenance of Operations website
  • Interviewing, orientation and training of new technicians
  • Worked in close conjunction with various Operation teams for non-priority issues
  • Served as communication liaison between the Operation group and various Yahoo Properties
  • Dispatch various site operations engineers to fulfill customer’s needs

Network Operations Engineer

Yahoo Inc.
Santa Clara
07.2000 - 01.2005
  • Data gathering and analysis for weekly reporting to Operation Managers and Yahoo Partners
  • Participated in interviewing, orientation and training of new YNOC hires
  • Scheduling for team
  • Assisted in the build out of YNOC Phase Two
  • Working knowledge of Netcool monitoring software
  • Performed basic OS/hardware/network troubleshooting
  • Basic Unix administration
  • Coordinated with Yahoo Partners and Yahoo Properties to apply application level fixes for user accounts
  • Working Knowledge of Concurrent Versions System (CVS)
  • Responsible for creating and documenting new procedures to internal website
  • Worked in a 24/7 production environment and provided on call support
  • Worked in close conjunction with various Operation teams for priority issues
  • Provided effective communication channel for executives during critical high priority site emergencies
  • Provided management/lead support for team during manager absence

Education

Bachelor of Science - Psychology, Social Work

San Jose State University
San Jose, CA
06.1998

Skills

  • Process development
  • Technical support
  • Project management
  • Customer transition
  • Support software implementation
  • Team management
  • Performance metrics
  • Service level agreements
  • Cross-functional collaboration
  • Knowledge base creation
  • Employee training
  • Escalation management
  • Root cause analysis
  • Client relationship management
  • Team building
  • People management
  • Process improvement
  • Hiring and retention

References

References available upon request.

Summary of Qualifications

  • Proven team leader, manages teams through project planning and execution
  • Excellent technical writing and interpersonal communications skills
  • Excellent Customer Service support for technical and non-technical customers

Leadership Experience

  • Kappa Sigma - a national Greek fraternity
  • Volunteer in Licensed Mentally Challenged Facility

Timeline

Director of Global Support/SW Support Manager/SW Support Manager

Terafina Inc./NCR/NCR-Voyix/Candescent
09.2020 - 07.2025

Senior Support Manager

Blume Global
01.2020 - 03.2020

Head of Client Support

Elementum
01.2019 - 01.2020

Client Support Manager

Elementum
04.2015 - 01.2019

Customer Support - Operations Support Analyst

Workday
01.2014 - 04.2015

Cloud Platform Engineering - User Database Service Operations Engineer

Yahoo Inc.
12.2005 - 11.2013

Operations Workflow Technician/Supervisor

Yahoo Inc.
01.2005 - 12.2005

Network Operations Engineer

Yahoo Inc.
07.2000 - 01.2005

Bachelor of Science - Psychology, Social Work

San Jose State University

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Arvin Villaluz