Rick Arriola

• Provide In-person and Remote support to End Users.
• Assist customers with all types of technical issues via internal ticketing system, email, live chat, remote login tool, cellphone and in person.
• Host weekly New hire orientation classes of 400+ to aid in the technological onboarding processes. (Password setup, certificate management for internal access, and phone setup)
• Travel Abroad to help implement a 'follow the sun' model. Training and leveling up offices/teams around the globe with current Helpdesk standards.
• Create, modify and remove shared mailboxes, distribution lists and security groups. Troubleshoot related issues.
• Manage Conference room access and the Telecommunications within the room. Workplace connection, speakers, mics and video for conferencing.
• Troubleshoot issues on different computer and mobile platforms (Windows, macOS, Linux; iOS, Android).
• Ensure to update and resolve cases as soon as possible and to escalate issues to the appropriate teams.
• Teach classes for new (IT) hires: Introduction to Meta and its internal tools that we use and maintain. Overview of the other teams, and how to follow escalations from start to finish.
• Improved system performance by troubleshooting and resolving complex technical issues for enterprise clients.
• Year Up Mentor - Managed, mentored and trained Year Up Mentees during their stay at Meta. Weekly one on ones, Case reviews, coaching and workflow efficiencies.
• Oculus Quest for Helpdesk training- Wrote and compiled the Cornerstone onDemand Learning and Development trainings for all of Meta Helpdesk techs. Internal IP for training our new/techs with Oculus Headsets. Account/Device setup, MDM Enrollment, Workplace Groups.
• Brand Manager for Internal Service pillar. Create, maintain, and oversee: Team logos, wiki pages and KB documentation.
• Admin for Verizon and ATT, handled international calling, plan changes, line releases, hotspots and tethering.
• Admin for Apple Developer, provided and maintained certificates for all Meta apps on the play store.

Showcasing the power of Arduino. I was on a small team that designed, programmed and implemented an Arduino controlled Safety jacket for motorcycles and bicycles. Bluetooth connection and gyroscopic controller in the sleeve provides indicator signals on the back of the jacket. Showing, ‘running light, left turn, right right, and slow’ signals. Designed for ultimate visibility, this allows bikers to ride more safely during the day and at night with bright turn signals.

• Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
• Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
• Prepared project presentations and reports to assist senior staff.
• Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
• Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.

• Escalation point for tier 1 & 2 IT support specialist to provide top-notch support for local offices as well as world-wide remote office workers.
• Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
• Drive projects related to corporate computing and software such as email, backups, monitoring and productivity suite.
• Performing advanced level troubleshooting tasks and operating system support on Microsoft Windows OS, Mac OS X, mobile devices and network services.
• Create KB articles for both IT Team and Users.
• Work with Vendors to create a MDM solution for enterprise devices.
• Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
• Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.

• Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
• Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
• Controlled labor hours and inventory costs through hands-on management and proactive changes.
• Tracked food production levels, meal counts, and supply costs.
• Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
• Maintained effective supply levels by monitoring and reordering food stock and dry goods.
• Oversaw training of more than 30 team members.
• Reviewed and approved employee schedules and timesheets.
• Addressed and resolved customer service issues to establish trust and increase satisfaction.
• Continually sought opportunities for professional development, participating in industry conferences and workshops to stay current with best practices in food service management.