Ulises Arriola
Google Cloud AI/ML Team Manager
San Salvador
Summary
Digital Marketing graduate with 13+ years of experience across cloud technologies, customer experience, technical support, SaaS solutions, and operational leadership. Currently leading Google Cloud Platform teams, combining technical knowledge, stakeholder communication, KPI analysis, process improvement, and customer-focused problem solving. Experienced in coordinating initiatives, identifying blockers, improving workflows, and connecting business objectives with technical execution. Lean Six Sigma certified with a strong interest in digital products and product management.
Overview
15
15
years of professional experience
7
7
Certificates
Work History
Team Manager – Google Cloud Platform (AI/ML Operations)
Telus International
01.2023 - Current
- Lead and manage teams supporting Google Cloud Platform operations, ensuring execution quality, operational consistency, and alignment with business objectives. Monitor team performance, operational metrics, KPIs, workload distribution, and delivery progress to identify risks, improvement opportunities, and areas requiring action. Prepare and present Monthly Business Reviews (MBRs), Weekly Business Reviews (WBRs), stakeholder updates, performance insights, milestones, and action plans. Coordinate deliverables across teams, ensuring priorities remain aligned and helping remove blockers that impact execution. Perform Root Cause Analysis (RCA) to identify process gaps, recurring issues, and opportunities for automation and efficiency improvements. Support AI/ML innovation initiatives within the organization, including AI agents, task automation, compliance projects, and adoption of AI-driven solutions to improve operational workflows. Collaborate with technical teams and stakeholders to translate business needs into actionable improvements.
Google Cloud Platform Engineer – Compute Engine (GCE)
Telus International
01.2022 - 01.2023
- Provided technical support and troubleshooting for Google Compute Engine environments, helping customers solve cloud infrastructure challenges. Worked with virtual machines, machine types, custom CPU/RAM configurations, compute optimization, Managed Instance Groups (MIGs), auto-scaling, auto-healing, and Spot VM concepts. Supported storage-related troubleshooting involving Persistent Disks, SSD/HDD storage, snapshots, and custom machine images. Investigated networking issues involving VPC networks, firewall configurations, load balancing, and IP management. Assisted with security configurations involving IAM permissions, OS Login, Shielded VMs, and cloud access controls. Collaborated with internal teams to analyze incidents, document solutions, identify root causes, and improve the customer experience.
Quality Assurance Analyst – Google Cloud Platform
Telus International
01.2017 - 01.2022
- Analyzed quality metrics, customer interactions, and operational data to identify trends and improvement areas. Performed quality evaluations and Root Cause Analysis to understand performance gaps and recommend corrective actions. Created, updated, and maintained SOPs and process documentation to improve consistency and operational efficiency. Monitored support workflows across chat, email, and phone channels to ensure customer issues were handled effectively. Prepared reports and communicated insights to leadership teams to support data-driven decisions.
Google Apps Certified Administrator – Google Workspace
Telus International
01.2015 - 01.2017
- Managed and supported customer migrations to Google Workspace from other SaaS platforms, including Office 365. Troubleshot Google Workspace issues related to domains, DNS configuration, email hosting, user access, and business applications. Helped customers adopt Google Cloud productivity solutions by understanding business needs and recommending appropriate configurations. Supported deployment activities and ensured smooth implementation of cloud collaboration tools.
SaaS Sales Development Representative – Google Apps
Telus International
01.2013 - 01.2015
- Used Salesforce, email outreach, and customer conversations to identify business opportunities and qualify potential SaaS customers. Analyzed customer needs and recommended Google Apps solutions aligned with business requirements. Built customer relationships by understanding challenges, communicating value, and supporting solution adoption. Coordinated meetings and follow-ups to support sales opportunities and customer engagement.
Customer Service Representative – Zynga Games
Telus International
01.2011 - 01.2015
- Provided technical customer support through chat and email channels, ensuring a positive user experience. Investigated customer issues, identified possible causes, and provided solutions related to gaming platforms. Managed customer accounts and interactions through Salesforce while maintaining accurate documentation. Developed strong communication and problem-solving skills by handling a high volume of customer requests.
Education
Bachelor's Degree - Marketing
Universidad Francisco Gavidia
01-2026
Skills
Stakeholder management
Project coordination
Roadmap and milestone tracking
Process improvement
Data analysis
Root Cause Analysis
Operational Governance
Employee engagement
Team leadership
Certification
Google Cloud Digital Leader
Timeline
Team Manager – Google Cloud Platform (AI/ML Operations)
Telus International
01.2023 - Current
Google Cloud Platform Engineer – Compute Engine (GCE)
Telus International
01.2022 - 01.2023
Quality Assurance Analyst – Google Cloud Platform
Telus International
01.2017 - 01.2022
Google Apps Certified Administrator – Google Workspace
Telus International
01.2015 - 01.2017
SaaS Sales Development Representative – Google Apps
Telus International
01.2013 - 01.2015
Customer Service Representative – Zynga Games
Telus International
01.2011 - 01.2015
Bachelor's Degree - Marketing
Universidad Francisco Gavidia