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, CA06.1998
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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