Data Entry & Record Maintenance, System & Application, Customer Suppor

COUNTE E. SMALL

Katy, Texas ***** • 404-***-**** • ************@*****.*** • linkedin.com/CounteESmall

AI-Enhanced Solutions Support Professional • 20+ Years in IT, Application & Customer Support

PROFESSIONAL SUMMARY

Customer-focused IT professional with 20+ years of experience delivering technical and application support across enterprise environments. Skilled at responding to multi-channel inquiries (phone, email, chat, ticketing), troubleshooting product and application issues, and maintaining accurate case documentation. Holds intermediate working knowledge of Claude (Anthropic), Microsoft Copilot, and Google Gemini — actively using these tools to accelerate resolution times, enhance knowledge base content, and improve the customer experience. Currently completing CompTIA A+ certification (Core 1 & Core 2 exams pending).

AI TOOLS PROFICIENCY — INTERMEDIATE LEVEL

Claude (Anthropic)

Intermediate

Microsoft Copilot

Intermediate

Google Gemini

Intermediate

ChatGPT

Working Knowledge

Midjourney

Working Knowledge

•Claude (Anthropic): Drafts support documentation, troubleshooting guides, and knowledge base articles; used to analyze error logs, suggest resolution paths, and generate customer-facing communications with clear, professional language

•Microsoft Copilot: Integrated into Microsoft 365 daily workflow — automates email drafting, summarizes ticket threads, formats incident reports, and assists with scheduling and task management in Teams and Outlook

•Google Gemini: Used to research technical issues, cross-reference product documentation, summarize release notes, and prepare onboarding training content for end users

•Applied AI Value: Reduces mean time to resolution by generating first-draft answers, surfaces relevant knowledge base articles, and helps craft consistent, empathetic customer communications at scale

CORE COMPETENCIES

•Multi-Channel Support (Phone, Email, Chat, Ticketing)

•Application & Product Troubleshooting

•Incident Documentation & Case Management

•Knowledge Base Creation & Maintenance

•Customer Onboarding & End-User Training

•AI-Augmented Workflow & Productivity

•Cross-Functional Team Collaboration

•Queue Monitoring & Request Prioritization

•Root Cause Analysis & Escalation

•Remote Support Tools & Microsoft 365

•Splunk, SiteScope, Unix OS Patching, SQL

•Process Improvement & Recurring Issue Tracking

PROFESSIONAL EXPERIENCE

FirstNet Tier 1 Application Support Analyst Tech Mahindra (AT&T) July 2018 – May 2025

•Responded to and resolved application alerts and customer inquiries, using Splunk and SiteScope to monitor mission-critical FirstNet applications across phone, email, and ticketing channels

•Documented all customer interactions, incidents, and resolutions — maintaining accurate case records and contributing troubleshooting guides to the team knowledge base

•Leveraged Claude and Copilot to draft incident summaries, generate resolution documentation, and produce stakeholder status updates — improving communication speed and consistency

•Performed monthly Unix OS patching and participated in system reliability efforts, collaborating cross-functionally with operations and development teams

•Initiated and managed Call to Work (C2W) procedures during outages, prioritizing and routing support requests to ensure swift resolution and high customer satisfaction

ROME Application Support Analyst Tech Mahindra (AT&T) September 2013 – July 2018

•Provided Tier 2 application support across multiple customer-facing products, resolving user queries and reducing recurring downtime through proactive incident tracking

•Collaborated with developers and IT teams to diagnose bugs, coordinate fixes, and integrate application updates with minimal disruption to end users

•Delivered end-user training and onboarding sessions; created support documentation that reduced repeat incident volume

Phoenix Applications Support Analyst AT&T March 2008 – September 2013

•Supported users with application issues via phone and email, maintained knowledge bases, and conducted training sessions for new and existing users

•Performed functional and regression testing post-update, ensuring application stability and quality before customer-facing deployment

Retail Helpdesk SME (Subject Matter Expert) Cingular Wireless June 2006 – March 2008

•Acted as escalation point for unresolved technical issues across corporate retail stores; improved service quality through mentoring and best-practice documentation

Retail Helpdesk Support Analyst Cingular Wireless May 2003 – June 2006

•Provided front-line technical support for hardware and software issues; submitted and tracked tickets while collaborating with SMEs for advanced resolution

EDUCATION & CERTIFICATIONS

CompTIA A+ Certification — Coursework Completed; Core 1 & Core 2 Exams Pending

Southern University and A&M College Architecture 1982 – 1986

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