Susan Mukora

Delivered high-level customer support via phone and email to residential clients, ensuring a professional and welcoming experience. Acted as a liaison between residents, staff, and leasing agents to resolve concerns and maintain positive communication. Trained staff and maintained SOPs to ensure consistency and high-level service quality.

Provided comprehensive technical support for hardware, software, and network issues using various remote support tools. Led system migrations and upgrades, significantly improving system performance and security through proactive maintenance. Automated backup processes, which effectively reduced data loss risk and enhanced overall efficiency.

Supported dental professionals via call center, troubleshooting Dexis software/hardware and resolving image quality issues. Provided end-user support and guided installations remotely, ensuring seamless setup. Documented recurring issues to improve the knowledge base and reduce future resolution times.

Supported QA testing for over 2000 retail locations, building, configuring, and deploying various devices including POS systems. Installed and maintained POS cash registers, self-checkout lanes, and wireless handheld devices. Configured servers and resolved technical bugs prior to rollout, ensuring smooth operations.

Installed and supported various software applications including Cisco VPN, Symantec, and Lotus Notes email. Troubleshot LAN/WAN connection issues and managed user accounts via Active Directory. Maintained hardware inventory and produced user-friendly technical documentation to streamline processes.

Obtained certification as a Novell Network Administrator, demonstrating proficiency in network administration and management.

Completed the Lotus Notes Administrator certification, focusing on the administration and support of Lotus Notes environments.

Achieved certification in Symantec Antivirus, specializing in antivirus solutions and security protocols.