Sam Arroyo, Tideworks’ IT Services Engineer, has worked on the IT side of Tideworks for six years, having previously served at the company as a contractor. In his current role, he oversees the systems that keep his terminal, Oakland International Container Terminal, running smoothly.
From maintaining the on-terminal WiFi private network to helping implement on-site upgrades, he makes sure everyone moving in and out of the terminal can do their jobs efficiently. “If it’s got electricity or data running through, it’s my problem,” Sam jokes.
As an IT pro who excels at technical tasks and team building alike, Sam never misses a chance to connect with others on the job.
Encouragement and Support: The Family Company Difference
Sam has worked with many large companies throughout his career and was struck by Tideworks’ focus on people.
He remembers researching Tideworks before accepting the job and noticing many people described the company as a family business. He didn’t really realize what that meant until his first holiday season as an employee.
“We got a box of See’s Candy and a card from the owners of the company with pictures of their dogs in the snow. It was a nice personal touch,” he says. “You really feel that belonging, like you’re working for normal people.”
Since that first year, Sam has appreciated and shared the company’s focus on people and team-based approach. It’s a value he works hard to exemplify.
A Communicator at Heart: Bringing Personal Strengths to the Workplace
“Fixing any problem starts with good communication,” says Sam, who describes himself as a people person. He believes that if colleagues don’t take the time to talk and check in, the workplace becomes inefficient and the quality of work suffers.
“Without communication, you have three people jumping to respond to the same email to fix something,” he explains. “You don’t know what everybody else is doing, and you have a bit of disharmony.”
Sam credits his first Tideworks boss, Tom Connor, with teaching him the importance of keeping everyone on the same page. He remembers how Tom used to stop by people’s desks and update them on what was happening with the team.
“[At the time], we would never really have meetings because there weren’t enough people to have a set meeting,” explains Sam. “So, he would just take his coffee cup and come to your desk to explain what’s going on and exchange information. And he’d do that with every single person that worked for him.”
Sam says this practice helped him feel supported, but also free to do his job the way he knows how. Today, he honors Tom’s legacy by making a point to connect with people, colleagues, and clients alike.
“My entire team is really big on making sure when we deal with somebody or do a project, we’re very transparent, and keep the individual really informed,” Sam reports. “We manage expectations in a way that is tangible and works on everybody’s timeline.”
Communicating with users is one of Sam’s favorite parts of the job. He loves working with terminal technology but also sees himself one day working in management, or education.
Getting Hands-On: The Difference of Working on the Waterfront
As a long-time IT professional, Sam worked exclusively in corporate and office park settings before coming to Tideworks. His move to an active waterfront offered him more satisfaction with hands-on projects.
“To come here on the waterfront, where you’re actually seeing the things we do as engineers here — with the ships coming in and ships going out — it’s really satisfying,” he says.
At Tideworks, Sam makes real changes that he can see every day, in the ships and trucks coming through the terminal. “I feel that what I’m doing here is serving the local economy, serving the country’s economy. We’re making the world smaller through transportation.”
Adapting to Changing Transportation Needs in a Global Pandemic
The COVID-19 pandemic impacted every industry, and, in the process, highlighted the importance of smooth terminal operations.
“I haven’t stopped working since the pandemic happened,” Sam says. He’s been on site every day, providing support and stepping in quickly when something goes wrong. It’s a heavy responsibility that never truly ends, but it has a real impact, and that’s what Sam appreciates most.
“The industry we’re in is so important right now,” he says, referring to the supply chain difficulties that continue to challenge the world. “That really gave me a sense of purpose that I hadn’t really found at any other kind of job.”
Improving the Customer Experience Through Value-Added Upgrades
As an IT professional, Sam recognizes the difference that system improvements can make for the customer. For years Tideworks has come up with customer solutions for terminal customers. He’s worked on many upgrades since joining the Tideworks team, but he’s particularly proud of the recent changes they’ve made to the in-gating process.
To optimize operational efficiency, Sam and his colleagues aim for uninterrupted terminal pathways. This always starts with the ingate kiosk. Sam’s team installed 40 new in-gating kiosks with face cameras and speakerphones.
Sam and his team also use daily gate reports. Those reports offer critical information on how fast the gate is moving and whether there’s a bottleneck in the system that might be due to a technical issue.
With that information, the team can fix issues faster and get things moving more smoothly.
A Passion for Fulfilling Work
Sam looks forward to many more years with Tideworks and advises anyone considering a Tideworks job to “make sure they enjoy working with people. This is a very people-oriented company. The relationships you create in your daily life at work are really important.”
He also emphasizes the values of hard work and adaptability, both of which are important in the dynamic world of terminal operations. Sam has lived by these values since his childhood, and he appreciates the chance to apply them at work.
“At age 99 my grandma was still mopping the floors at my mom’s house, doing laundry, ironing everything. She didn’t slow down until she was 100 and broke her hip,” he explains. “She always used to tell me, ‘you never turn away work when there’s work because there might be a day when there’s not going to be work for you.’ So, I’ve kind of stuck to that.”
Things at Tideworks are always moving. Every day, Sam and his team look for ways to evolve and make life easier for all kinds of terminal users. There’s always a challenge to face, and it makes life rewarding for Sam and his challenge-seeking colleagues. Sam also credits the support his team gets from Seattle-based colleagues in dealing with local issues.
“You spend your entire day at work, your waking life is at work. And if you can’t find happiness in what you’re doing for work, then you’re in the wrong business,” he concludes. “It’s important to really enjoy what you’re doing. I like it here.”