Customer Service Technician

Lauri Maratene

Computer Technician Independent Contractor

***************@*****.***

Summary

I have been working on my CCNA through New Horizons Technical school and also pursuing an A+

certification on my own time. Prior studies include graduating with honors from Computer Learning Center,

Paramus, NJ and obtaining Novell CNA 4.11

I have extensive support experience as a Third Level Support Technician for Data Security/Remote Access

(lead technician), excellent technical and customer service skills, application testing, training and mentoring

new technicians in both proprietary and commercial software. I also have technical expertise with configuration

and maintenance of iPad, Blackberry and Android devices, learning from my own personal wireless devices

over the last twelve years.

In addition to my Cisco and CompTIA A+ studies, I am working to master additional mobile devices,

iPad/iPhone iOS7 and the Samsung Galaxy Tablet via my own personal "crash test dummies" adding beneficial

skills needed for any potential employer. This also helps satisfy my appetite for knowledge in keeping up with

today's ever changing needs in technology. I have been keeping my computer skills sharp by providing personal

computer support and assistance to people in need of teaching, upgrades, errors, viruses, and general

maintenance, along with some computer work at my current job using a hand held device and desktops for

reporting, price changes and email. In addition, working at Stop and Shop as a floating meat wrapper, requires

travel between stores within the district, being flexible and able to multi-task plus being very adaptable to the

different styles of management in each store.

Thank you in advance for your consideration,

Lauri Maratene

Experience

Meat Wrapper/Clerk at Stop & Shop

October 2010 - Present (3 years 3 months)

Currently, I am employed as a floating meat wrapper traveling to stores providing needed coverage

throughout the district and former department head overseeing a small seafood department. Duties include,

but not limited to meat wrapping and product set up, monitoring meat cases for needs of customers; wrap,

weigh, price and label meats and related products as directed by company standards. Use of computerized

hand held device for ordering products, monthly inventories, reports and verification of weekly price

changes; Produce computerized reports, product preparation, sales and displays.

Computer Technician Independent Contractor at Self Employed

January 1996 - Present (18 years)

Page1

Personal computer technician providing custom support, repairs, purchasing advice and setup to anyone in

need of help. I started this side business after being approached by many friends and family members for

assistance with their computer problems. They in turn put the word out to their friends and families and

business blossomed. I enjoy being able to share my knowledge and help people

Sr Data Security Technician at UPS

November 1999 - March 2009 (9 years 5 months)

January 2, 2002 - Senior Data Security Technician - Responsible for Third Level support of remote access

using RSA SecurID tokens, VPN and RAS. Comprehensive research for user connectivity problems escalated

from first and second level Domestic and International support desks. Extensive communication with

Application Development groups, Telecom and Management while performing detailed investigations and

troubleshooting to resolve escalated issues. Created and wrote solutions to be added to Help Desk software.

Create user IDs/Active Directory

Subject Matter Expert: User profiles and connectivity to the RSA server, VPN connection issues via

broadband and dial up methods, troubleshooting all phases of remote access ID creation issues on request

system application, ATT 3rd party application software & the RSA authentication server. Creation of groups,

adding agent hosts (server IP’s), assign administrator rights to different levels of support personnel.

Special Project (September, 2006 to July 1, 2007): Key contributor on team charged with creating a process

for replacing 21,000 RSA tokens globally that had reached the end of their battery/license on the RSA server.

Responsible for creation of master user list and database maintenance to ensure all affected users would have

uninterrupted access and receive a replacement token. Advanced troubleshooting of issues users experienced

during that period.

December, 2000 - January 2002 -Promoted to Second Level Support desk for advanced external support of

UPS shipping software. This included all versions of Worldship, UPS Online Office and UPS Online Pro,

installed on both UPS provided hardware and the external customer’s own hardware. Windows platforms

include MS Windows 3.12, 95, 98, 2000 & Millennium.

November, 1999 - December, 2000 - First Level External Support Desk - Provided support for all versions of

UPS shipping and Tracking software. Mentored and trained new technicians, performed Beta testing on new

software.

Projects

RSA REPLACEMENT PROJECT

Members:Lauri Maratene

Special Project (September, 2006 to July 1, 2007): Key contributor on team charged with creating a process

for replacing 21,000 RSA tokens globally that had reached the end of their battery/license on the RSA server.

Responsible for creation of master user list and database maintenance to ensure all affected users would have

uninterrupted access and receive a replacement token. Advanced troubleshooting of issues users experienced

during that period.

Page2

Skills & Expertise

Active Directory

Windows Server

Troubleshooting

Windows 7

Windows XP

Computer Hardware

Network Administration

Operating Systems

Technical Support

Windows

System Administration

iPhone iPad, Android, Blackberry

RSA SecurID

Computer Software

Mentoring

Help Desk Support

Certifications

Former CNA 4.11

Novell July 1999 to July 2002

CompTIA. A+. Currently studying for exam

CompTIA License Currently studying for exam

Education

New Horizons Computer Learning Center

Cisco CCNA Cousework, ICND 1 and 2, 2012 - 2012

Computer Learning Center, Paramus, NJ

Computer Electronics and Networking Technology, Computer Technology/Computer Systems

Technology, 1997 - 1999

Page3

Lauri Maratene

Computer Technician Independent Contractor

***************@*****.***

Contact Lauri on LinkedIn

Page4

Contact this candidate