Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Timeline
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Liam Roche

Melbourne,VIC

Summary

Dynamic Workforce Enablement Analyst with a proven track record at IAG, enhancing manager timecard approval rates significantly. Skilled in ServiceNow and knowledge base development, I excel in fostering collaboration and driving process improvements, ensuring compliance and operational excellence. Committed to delivering impactful solutions and building strong stakeholder relationships.

Overview

5
5
years of professional experience

Work History

Workforce Enablement Analyst

IAG
11.2024 - Current
  • Resolved time and attendance data issues, performed historical corrections, and calculated entitlements in MyTime for employees.
  • Liaised with business partners, executive management, and compliance specialists to develop comprehensive plans and guidelines, presenting them to underperforming business units.
  • Engaged with managers in IAG Tech and Ops to increase manager timecard approval rates from 43% to 89%.

Senior Service Desk Analyst

IAG
04.2022 - 11.2024
  • Working with team leads to identify common ticketing issues affecting IAG programs, and hosting meetings with subject matter experts, providing context to organization-wide issues.
  • Calling out numerous processes, training methodologies, and KBs to assist in improving said processes for the betterment of the team and future workforce.
  • Worked on the front line, receiving inbound calls and closing incidents with strong average handling times and high first contact resolution rates.
  • Involved in user acceptance testing programs, assisting in introducing new software to the organization.

ReeceTech IT Service Desk

Reece
11.2020 - 04.2022
  • Being the first point of contact for troubleshooting IT issues from Reece Group branches and employees.
  • Creating and improving on the Knowledge Base.
  • Ensuring the quality of work, being professional, and assisting other teams when required.
  • Manage support calls for on-site visits with third-party vendors.
  • Maintaining, completing, and ensuring that records are accurate and kept up to date.

Customer Service Representative

Mercedes Benz Australia
07.2020 - 11.2020
  • Inbound recall service bookings, as required by management, aim to resolve disputes without further escalation.
  • Building strong relationships between customers and the dealership.
  • Outbound customer bookings and follow-up calls.
  • Liaise with all departments within Mercedes, but closely with the Aftersales team.
  • Maintaining, completing, and ensuring that records are accurate and kept up to date.

Education

Bachelor of Computer Science - Cyber Security

Swinburne University of Technology
Melbourne, VIC
11.2022

Skills

  • ServiceNow
  • Power BI
  • Knowledge base development
  • Citrix Cloud
  • Cisco Any Connect Client
  • Office365
  • Active Directory
  • Confluence
  • Jira
  • Nice CXONE
  • Avaya Agent
  • Aternity
  • Cisco Finesse
  • Salesforce
  • Incident management
  • Tableau
  • MySQL
  • UKG

Accomplishments

  • Academic excellence 2016-18 and high achievers list at Swinburne in 2020 and 2021
  • Infographic advertising of the TAKATA campaign advocating to save customers at risk
  • Training new employees at Reece, IAG and Mercedes
  • Contribution to a 92% completion rate of nationwide TAKATA airbag safety recall campaign at FCA
  • User acceptance testing and onboarded call center program CXONE for the future workforce IAG

Timeline

Workforce Enablement Analyst

IAG
11.2024 - Current

Senior Service Desk Analyst

IAG
04.2022 - 11.2024

ReeceTech IT Service Desk

Reece
11.2020 - 04.2022

Customer Service Representative

Mercedes Benz Australia
07.2020 - 11.2020

Bachelor of Computer Science - Cyber Security

Swinburne University of Technology

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Liam Roche