Steven Laff

- Resolve a high volume of IT support tickets through Jira ServiceDesk and Wrangle, providing timely remote troubleshooting for end users across multiple departments - Develop and implement automated onboarding/offboarding workflows, reducing manual workload and improving account‑provisioning accuracy - Analyze IT operations processes to identify cost‑saving opportunities and document procedural gaps, contributing to more efficient internal workflow - Administer and support AWS WorkSpaces remote desktop environments for Per Diem and temporary staff, including provisioning, performance troubleshooting, and access management - Manage user accounts, groups, and security settings within Google Workspace Admin Console - Oversee Slack and Zoom administration, including user lifecycle management, configuration, and issue resolution - Build and maintain the internal HelpDesk Knowledge Base by creating clear, user‑friendly documentation for common tasks, troubleshooting steps, and IT best practices

-Software Engineer | Environmental Sustainability Hackathon, General Assembly | Nov15-21 2022

Stefanini - Mastercard - Deskside Support Technician Support mobile devices, printers, scanners, wireless, VPN, etc. Track and resolve customer incidents and requests through the client's ticketing tool

Software Development Projects: Assemble Books (React, JavaScript, Django, Python, PostgreSQL) - Created a Full Stack e-commerce bookstore as part of a team project - Used relationships between models to allow for registered users to sign in and leave reviews on books they liked. Users can only modify or delete reviews they have created. - Differentiated user types so that only staff had CRUD access to the book models. Magic Academy (Mongoose & MongoDB, Node.js, Express, React, GitHub) - Built a Full Stack MERN application to allow users to create decks of trading cards - Serves a list of all MTG Trading cards through a custom API - Allows users to create save cards to a deck-list for future use MTG Card Lister (HTML, CSS, Express, Node, EJS, Mongoose, MongoDB) - Designed a full stack web application following RESTful routing with full CRUD functions - Saved card data using Monggose on the MongoDB server - Render the front end of the site with EJS templates My First Portfolio Site (HTML, CSS, JavaScript) - Used HTML, CSS, and JavaScript to create a functional portfolio style site. - Employed functionality through Jquery and JavaScript to update the DOM

- Use strong communication skills to determine the needs of stakeholders and deploy solutions in a timely manner to ensure continued productivity - Maintain the good working condition of current equipment to extend the duty cycles and reduce future replacement expenses - Good stewardship of company policies in order to ensure business security and continued productivity - Operated in a dynamic team environment to manage customer and stakeholder requirements and expectations. Keeping service times under stated SLA’s.

- Worked together with other business stakeholders to ensure they had the tools needed to succeed in dynamic working conditions between branch offices. - Lead a global project to install free wireless access points for patients in select doctor’s offices spanning several state within the United States, Puerto Rico, Dominican Republic, and Australia. - Managed business needs by implementing new technologies to improve productivity so multiple team leads could still communicate while working from the road. - Assisted the creative teams in deploying new content to the company website.

- Use strong communication skills to determine the needs of stakeholders and deploy solutions in a timely manner to ensure continued productivity - Maintain the good working condition of current equipment to extend the duty cycles and reduce future replacement expenses - Good stewardship of company policies in order to ensure business security and continued productivity - Operated in a dynamic team environment to manage customer and stakeholder requirements and expectations. Keeping service times under stated SLA’s.

- Supported endusers as part of a well organized team of technicians, ensuring continued productivity - Coordinated with other sections of the IT department to ensure tasks were completed inside stated SLAs

- Coordinated with the company stakeholders to customize technology to the specific needs of different teams - Introduced new productivity tools to allow business teams to coordinate and meet via chat and video conference, greatly reducing the cost of company travel - Collaborated with business stakeholders to plan for and onboard new systems to ensure continued productivity while growing the company beyond it’s initial Start-Up phase - Transitioned the customer service team to a new facility, coordinating with vendors and business stakeholders to ensure zero downtime during the move.

Full-stack software engineering immersive student in an intensive, twelve-week, 450+ hour program focused on product development fundamentals, object-oriented programming, MVC frameworks, data modeling, and team collaboration strategies. Developed a portfolio of individual and group projects.