Victor Sansing Email & Phone Number

Blairsville, Pa, Us

• Delivered comprehensive break/fix technical support to end-users, ensuring uninterrupted operations vital to daily hospital functions.• Executed seamless installations, relocations, and adjustments at end-user locations, optimizing system performance and user experience.• Facilitated user success by consistently meeting Service Level Agreement (SLA) guidelines, ensuring timely resolution of technical issues.

• Attained Subject Matter Expert (SME) status on the East Coast Procurement team, serving as the primary contact for the Looker-based analytics software module within the platform. • Evaluated customer business requirements, resulting in a 30% improvement in resolution time for customer reported issues by designing workarounds to meet their business requirements and ensure customer success.• Reviewed internal tickets created by other support engineers to ensure the accuracy and validity of the reported issue before being reviewed by advanced support and development.• Successfully managed and resolved escalated customer cases, delivering efficient and sympathetic support to each customer’s reported issues resulting in a 15% reduction of escalations.• Played a significant role in optimizing the internal documentation process, leading to a remarkable reduction of 638 pending article reviews.

Pittsburgh, Pennsylvania, United States

• Diagnosed and investigated potential software bugs to ensure a 95% SLA compliance for all customers.• Contributed to a 30% reduction in development backlog by reporting detailed issues and collaborating with the advanced support and development teams.• Identified and documented software faults and defects using SQL queries and log analysis, significantly enhancing the development process by providing actionable insights for efficient resolution.• Moderated the Coupa customer forum providing additional product insight to customers that resulted in a 15% reduction in common support issue-related tickets.

Greensburg, Pennsylvania, United States

• Attained Apple repair certification, demonstrating proficiency in repairing iOS hardware and software within the stipulated one-month timeframe for comprehensive knowledge testing.• Utilized software to troubleshoot malfunctioning technology, tailoring solutions to meet individual customer needs which contributed to a 20% increase in positive survey ratings.• Efficiently repaired client devices, addressing reported issues and diagnosing latent problems, resulting in a noteworthy 40% reduction in turnaround times of repairs for devices.• Exceeded the monthly ticket closure goal by 50% through effective task delegation and prioritization of aging and high-priority devices, ensuring optimal operational efficiency.

Johnstown, Pennsylvania

• Leveraged deep industry knowledge to simplify complex technology concepts for clients; reduced frustration by 50% and reformed the overall client experience.• Effectively communicated potential repair effects and consequences to clients within a brief 20-minute timeframe, thereby enhancing the overall customer experience and ensuring clear expectations were stated.• Educated clients on current technology trends and devices, elevating their product knowledge, and contributing to a notable 25% increase in satisfaction survey ratings.

Johnstown, Pennsylvania, United States

Worked with CyberArk and became certified with the product. Responsible for installing and administering the solution on various projects.

Johnstown, Pennsylvania, United States

Trained on cybersecurity concepts, most notably privileged access management (PAM). Became acquainted with CyberArk software and trained to receive CyberArk certifications.

Indiana, Pennsylvania, United States

Researching various ways to classify malware and primarily focusing on image classification. I utilize GAN and DCNN architecture to fulfill these goals. I have currently published two papers using DCNN architecture. As well as this, I am beginning to conduct research with emojis. I am focused on sentiment analysis via tweets from Twitter to attach meaning to emojis by means of RNNs and deep data analysis.

Indiana, Pennsylvania, United States

Assisted in teaching and running GenCyber. Instructed students on fundamentals of Cyber Security. This camp was sponsored by the NSA and is designed to increase interest in the field for high school and middle school aged students .

Indiana, Pennsylvania, United States

Helped run two, one week long summer camps at IUP. Responsible for creating lesson plans and teaching students in middle and high school cyber security basics. Camp one was to enhance students’ writing skills and the second was sponsored by the NSA and NSF to enhance cyber security skills.

Bachelor Of Science - Bs, Computer Science

Activities and Societies: President of the Cybersecurity ClubMajor focusing on Cybersecurity and minoring in Criminology

Master Of Divinity - Mdiv, Divinity/Ministry