Gaurav Uppal
Melbourne
Summary
Qualified and experienced IT and CRM Database Professional. Ten years of varied and extensive Experience across various roles in different industries including NFP and corporate sector. Currently Working for Plan International Australia managing CRM. Current portfolio Of duties includes being in-charge CRM technical support Integration management, Data consistency/Integrity, Data Reporting and visualization, data segmentation, CRM security and vendor management.
Overview
14
14
years of professional experience
Work History
CRM Specialist
Plan International Australia
08.2023 - Current
- Technical escalation for CRM related queries
- Leading regular WIP for CRM Project priorities
- Managing third party app
- Integrations including payment gateways, SMS platforms, document generation apps etc
- Conducting requirement gathering sessions with internal parties to around business needs
- CRM auditing and security management and CRM database growth managements
- CRM Reporting and queries creation
- Senior technical escalation point for all CRM related queries for both data and insight team other business units
- Regression testing for new CRM project
- Jira board management for data and Insight team and ticket management
- Data import/exports including revenue processing
SAP CRM Specialist
Bapcor
11.2021 - 07.2023
- CRM in charge for Burson trade unit for newly implemented CRM and Marketing cloud
- MVP CRM functional testing and issue validation
- Bulk import and export of rep scheduling and territory/accounts swaps
- CRM Reporting for state sales managers and GM
- CRM user Training and establishing business processes for newly implemented CRM
- Liaise with project team and product developers with identified issues and improvement needed
- Creation of CRM technical/non-technical training manuals
- Presenting trade business unit in CRM project steering co
- Liaising with external technical consultants to enhance CRM and bug fix
- Conducting regular meetings with state sales managers around CRM process and procedures
- Implemented ticketing system for management of raised tickets
- Phone technical support to 150 active CRM users
CRM Application Specialist
Salvation Army Headquarters
03.2019 - 11.2021
- Lead regression tester and SME during national CRM database project
- Lead SME during implementation of ServiceNow project in team
- Working along with PM and BA to bridge gap between business needs and technical requirements
- Leading UAT testing along with BA to make sure all requirements are noted and actioned
- Being escalation point for all CRM database related issue
- Liaising with vendor support to report bugs, abnormal CRM behaviour
- Leading managed services meeting to make effective and productive outputs
- Managing Trello board, Share point tool during various stages of project
- Conducting Smoke test and reporting any serious or business impacting issues
- Revising technical manuals and providing training around new business processes
- Liaising with high value stakeholders including GM’s, Dept. managers, PM and BA around business rules and agreements
- Providing technical CRM support to database users
Acting CRM Manager
Salvation Army Headquarters
02.2018 - 03.2019
- Managing Four CRM Databases including three sandbox environments
- Bulk data updates to ensure data consistency and integrity
- Managing database growth for all four database instances to minimize cost
- Revising and keeping useful data audit and revision of user security on regular basis
- Liaise with other third-party specialized companies in marketing, Printing and data cleansing including Apple, Experian, Rob john, census, Pareto, Quantum, etc
- CRM Patch upgrades including documentation, testing, and reporting
- Revision technical manuals, bug tracking & lesson learned for future reference
- Keeping business up to date with regular financial reports and work in progress
- CRM to Finance one/Tech
- One revenue account mapping and general ledger mapping
- In-charge of national campaigns including Red Shield appeal and Christmas appeal
- After hours technical Escalation point for all priority one and critical calls
- Data analysis and reporting to understand donor behaviour and donor giving trend
- Building Power BI dashboards and smart queries for up to date visual representation
- Working along with Marketing manager to understand donor behaviour
- Generating various reports to drive positive outcomes including campaign success rate
- Creating marketing plan within CRM for the full year
- Conducting end of financial year activities including tax invoices, new appeals & closure
CRM Database Coordinator
Salvation Army Headquarters
03.2016 - 02.2018
- Creating marketing campaigns for multiple channels including direct mail/email/phone
- Creating data segmentations for marketing campaigns as per strategy
- Creating queries for data segmentation, reports, data list
- Creating Smart fields, data lists, selections for various needs including reporting
- Service request/incident ticket management and user support around CRM issues
- Managing user access and permissions
- Bulk Data import and export in CRM for third parties and reports
- Credit card tokenizing and adhering to PCI compliance
- CRM user support to various teams including Regular givers, Bequest, Direct marketing, Donor services, Middle donor, Digital marketing and so on
- Campaign performance and comparison analysis
- Liaise with mail house/printers to make sure accurate creative gets out to the audience
- Prioritizing workload in diverse and fast paced environment to meets SLA’s and deadlines
- Conducting daily/monthly/annual checks on business processes for failures or errors
- Liaising with product vendor for product support and improvement
- Building custom reports for RM’s and other stakeholders
- Bulk data amendments and updates
Network Administrator
The Salvation Army
01.2016 - 03.2016
- Maintaining data backup for headquarter users and updating reports
- Liaise with project managers and stakeholders to understand project technical needs
- Liaising with external account managers for other professional services
- Technical support to Help-desk team with escalated incidents and requests
- Assisting senior team member with the workload and existing projects
- Conducting client site visits for network upgrades/changes/PR
- A to Z server room set-up for new/moving client sites
Senior Information Technology Helpdesk Analyst
The Salvation Army
02.2014 - 12.2015
- User account permission management in Active Directory and access control
- Meeting KPI’s on a regular basis and delivering excellent customer service
- Revision of operations manual entries for I.T staff and users
- Liaising with senior escalation points including managers and project managers
- Remote data back up and restoration for client sites
- Network peripheral (printer/ Fax/ Scanner/labellers) set up and troubleshooting
- IBM Lotus notes, Citrix receiver set up and troubleshooting
- Taking inbound calls from clients to assist with technical issues
- Patching and installing desktops and laptops for clients
- Preparing monthly statistics reports for ITS team
- Liaising with different team leaders, engineers on regular basis
Network Engineer
Dimension Data
03.2011 - 07.2013
- Guiding non-technical clients to perform basic troubleshoot to overcome network issues reported by remote management system (RMS)
- Troubleshooting new/existing faults logged via phone/ Ticketing System in professional manner
- Proactively identify issues before there is any major impact by help of various reports to analyse trend
- Logging Manual tickets on clients request using ITSM ( Ticketing System)
- Escalating Request, Change & Problem tickets to relevant team
- Client training and guidance to understand various applications when required
- Management of carrier/Telco’s faults on behalf of clients
- Adherence to customer SLAs and internal OLAs
- Adherence to ITIL framework
Education
Power BI Essential Training -
Salesforce Administrator Training -
Advanced Excel Training -
Fundraising Essentials Course -
FIA
01.2018
CCNP -
Cisco
01.2014
CCNA -
Cisco
01.2013
Microsoft Certified Professional -
Microsoft
01.2011
Masters - information systems
University of Ballarat
01.2009
Bachelor - Computer Applications
Trinity College
01.2007
Skills
- ITIL Certified
- Active Directory
- CRM
- Application support
- ERP
- Data analyst
- Campaign Analyst
- Database Reporting
- Application management
- Service delivery
- Production Training
- CMS
- Data Reporting
- Data Visualization
- Marketing Campaigns
- SQL
- Donor segmentation
- CRM developer
- Donor Acquisition
- PCI compliance
- Microsoft Excel
- Microsoft Word
- Fundraising Campaigns
- Project Management
- CRM Backend management
- User Testing
- Regression Testing
- User Training
Licensesandchecks
- Full Drivers Licence
- Current Children Check
- Current AFP criminal record Check
Timeline
CRM Specialist
Plan International Australia
08.2023 - Current
SAP CRM Specialist
Bapcor
11.2021 - 07.2023
CRM Application Specialist
Salvation Army Headquarters
03.2019 - 11.2021
Acting CRM Manager
Salvation Army Headquarters
02.2018 - 03.2019
CRM Database Coordinator
Salvation Army Headquarters
03.2016 - 02.2018
Network Administrator
The Salvation Army
01.2016 - 03.2016
Senior Information Technology Helpdesk Analyst
The Salvation Army
02.2014 - 12.2015
Network Engineer
Dimension Data
03.2011 - 07.2013
Salesforce Administrator Training -
Advanced Excel Training -
Fundraising Essentials Course -
FIA
CCNP -
Cisco
CCNA -
Cisco
Microsoft Certified Professional -
Microsoft
Masters - information systems
University of Ballarat
Bachelor - Computer Applications
Trinity College
Power BI Essential Training -
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