Senior Enterprise Systems Administrator and Support Expert

KAJAL KHETAM

Senior Support Specialist SharePoint Administrator Salesforce CRM BI Analytics SQL Troubleshooting

Austin, TX 612-***-**** ***********@*****.*** linkedin.com/in/kajalkhetam No sponsorship required

PROFESSIONAL SUMMARY

Senior Support Specialist and Enterprise Systems Administrator with 10+ years managing SharePoint environments, Salesforce CRM platforms, business intelligence tools, and technical troubleshooting. Expert in custom Power Apps forms, Power Automate workflows, Salesforce dashboards, Power BI support, SQL optimization, and ETL monitoring. Proven ability to manage large-scale user environments, resolve complex technical issues, and improve system reliability to 99%+ uptime. Quick-ramp contract specialist excelling in fast-paced support environments across fintech, retail, and industrial sectors. Delivers end-to-end support from incident management to user training and knowledge transfer.

TECHNICAL SKILLS

Enterprise Systems Administration

- SharePoint: Site management, permissions, document libraries, Power Apps custom forms, Power Automate workflows

- Salesforce CRM: Custom objects, reports, dashboards, user management, permission sets, data management

- BI Tools: Power BI dashboard support, Tableau administration, DAX troubleshooting, report maintenance

Technical Support & Help Desk

- Incident management systems, service request processing, SLA tracking, ticket resolution

- Tier 1/2/3 technical troubleshooting, user training, knowledge base management - Root cause analysis, escalation procedures, problem-solving & critical thinking

Database & SQL Support

- SQL query troubleshooting, optimization, complex query debugging (CTEs, window functions, joins)

- GCP BigQuery support, ETL pipeline monitoring, data quality assurance, PostgreSQL, MySQL support

- Performance tuning, indexing optimization, query analysis

Data Quality & Monitoring

- Python-based data quality alerts and monitoring implementation

- Data validation, ETL process monitoring, quality assurance

Workflow & Process Automation

- Power Automate workflow design, approval processes, automated notifications - Process automation, SOP documentation, workflow standardization

Business Systems Integration

- Microsoft Excel (Advanced): PivotTables, advanced formulas, VBA

- Google Cloud Platform (BigQuery, Cloud Storage) support

- Google Sheets, Confluence, documentation platforms

Support Competencies

- User training & knowledge transfer, SOP documentation

- Cross-functional collaboration, Agile/Scrum environments

- System validation, change management support

PROFESSIONAL EXPERIENCE

TransUnion (Contract) Austin, TX Senior Support Specialist / Administrator 11/2023 – Present

- SharePoint Site Development & Administration:Rebuilt the System Protection Engineering SharePoint site from a basic document dump into a structured workspace with separate libraries for procedures, incident reports, and audit evidence, supporting around 50 engineers and managers across organization. Introduced naming conventions

and metadata (severity, system, region) so teams could find incident records quickly instead of digging through email threads.

- Incident reporting app with Power Apps: Designed a Power Apps incident form on top of a SharePoint list to standardize how production issues were logged (impact, severity, system, screenshots, and RCA link). Replaced ad hoc email/Excel reporting and increased the % of incidents logged with complete data.

- Power Automate workflows for approvals & notifications: Built and iterated on 10–12 Power Automate flows that created incident items, routed them to the right owner based on system and severity, and sent reminders for overdue RCAs. This cut the average “time to assignment” from about 1 business day to a few minutes and removed most manual follow ups by coordinators.

- Incident Management & User Support: Diagnosed and resolved 40+ monthly SharePoint and system issues; maintained 99%+ uptime; provided Tier 2 technical support.

- Salesforce dashboard Management: Maintained Salesforce dashboards tracking fraud metrics and seller onboarding KPIs; fixed refresh issues ensuring 99% availability - Salesforce objects and governance:Troubleshot 8+ custom Salesforce objects (fraud cases, seller profiles and reports; resolved field mapping and formula errors reducing report discrepancies by 25%. Managed permission sets/sharing rules for 30+ users; reduced access-related tickets by 20%

- Knowledge Management & Documentation: Created comprehensive knowledge base articles, SOPs, and troubleshooting guides, runbooks reducing support ticket volume by 20%

- Data & SQL Support: Optimized SQL queries behind incident/SLA dashboards; runtime cut from 3+ minutes to <60 seconds; provided SQL troubleshooting for SQL and database queries; monitored data pipelines.

Upstream Services (Best Buy Client) Minneapolis, MN Systems Support Analyst / CRM & BI Specialist 04/2022 – 07/2023

- Salesforce CRM Configuration & Support: Built Retail Inventory Salesforce dashboard with 5 custom objects (stock alerts, vendor performance, inventory status) and 12 standard reports; trained 25 store managers cutting "report help" tickets from 15/week to 3/week

- Business Intelligence Support: Supported 25-30 Power BI users analyzing Salesforce CRM data (sales trends, inventory turnover, vendor scorecards); fixed refresh failures, date filters, KPI calculations and other reporting issues.

- SharePoint Administration: Maintained 8-10 SharePoint team sites for retail operations, inventory, and vendor management groups (~400-500 total users across sites); consolidated duplicate document libraries and implemented consistent folder structures/metadata; managed document libraries, permissions, user access controls

- BigQuery Data Warehouse Support: Python scripts validated nightly BigQuery loads for sales forecasting datasets (row counts, duplicate SKUs); Slack alerts observability - Process Documentation & Standardization: Documented workflows (Salesforce reporting, Power BI refresh, inventory processes) with guides + videos; trained ~15 stakeholders in multiple sessions

- Help Desk Ticket Management: Handled around 40 tickets/month across Salesforce, Power BI, SharePoint;95% within SLA; documented issues and solutions in knowledge base for future reference

Liberty Oil Mills Mumbai, India IT Support Specialist / Systems Administrator 05/2013 – 08/2019

- Multi-System Support: Provided Tier 1/2 support to 100+ end-users across 3 business units managing SharePoint, databases, CRM systems with average 6-hour resolution time

- Database & SQL Support: Supported SQL Server to PostgreSQL migration; provided SQL troubleshooting to 30+ analytics users; optimized performance improving response times by 35% through query optimization and database indexing

- System Performance Optimization: Resolved recurring system performance issues through query optimization, database indexing, and monitoring; automated recurring maintenance tasks reducing manual work from 8 hours to 2 hours daily

- User Training & Documentation Development: Conducted training sessions on SharePoint functionality, database reporting, system access; created user guides and knowledge base articles reducing support escalations by 40%

EDUCATION

Bachelor of Computer Science — Mumbai University, Mumbai, India 2011

CERTIFICATIONS

- Salesforce Platform Administrator Certification (In Progress)

- Google Data Analytics Professional Certificate

- Microsoft Excel Specialist

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