1. Chris Woodman
Chris Woodman cwoody52@gmail.com Page 1
CHRIS WOODMAN
7 Bongiovanni Court, Lesmurdie, WA 6076 । (M) 0467 793 685 । Cwoody52@gmail.com
ProfessionalSummary
I was employed by Wesfarmers InsuranceITfor 14 years but was made redundant due to acquisition May 8th this year.Having
worked with numerous technologies supporting 156 offices in Australia,New Zealand and South Africa with a 3500 strong
workforce. Major hardwareand software supported and used : Altiris Imagingand deployment of Lenovo Desktop, Laptops and
Printer rollouts, Windows 7,MS Office2002 – 2013 (particularly Outlook,personal and public folder support) alongwith Cisco IP
Telephony. This has developed both a solid technical and peopleorientated foundation providingthe opportunity to progress my
career with Wesfarmers from 1st level IT Service Desk Analystto 2nd level ITCustomer Support Analyst to enable business
continuity and support framed by ITIL and SLA and KPI’s.
I offer a professional and sensibleapproach to my work, being sensitiveto the varyingskill levels of users. I liketo see other people
succeed in their work and as part of a bigger team I am happy to mentor new, junior and contractor analysts. Beingpeople focused
and havinga passion for excellentcustomer Serviceand technology I am lookingforward to my next employment opportunity.
Skills
 Altiris Imagingdeployment
 Excellent problem-solving
 Excellent people skills
 Excellent communication
skills
 Lenovo laptops and desktops
 ServiceNowHP Service Desk
and Heat call logging
 CTIIPFX Cisco IP Telephony,
VC & queues administration
 Fuji Xerox, HP, Konica and
Lexmark MFD printing
 Equitrac FollowMe printer
dot support
 Windows 7 migration rollout
and support
 Excellent mobilesupport
 Cisco VPN support
 MS Exchange
 Active Directory user
accounts administration
 MS Officeand Outlook 2002-
2013 support
 PST and Public folders
 Windows 7 and XP
 Network troubleshooting &
patching
 MailMarshal
 Migration supportfor
acquisition
 Third party liaison Lenovo,
Fuji,Telstra
 Remote Desktop & Remote
Assistance
 Officerelocations
 Knowledge base
documentation
 Altiris SOEimaging
 Altiris softwaredeployment
 Wireless cardsand hotspot
 IBM Iseries
Key Achievements :
Assistand supportmigration and deployments of Windows XP, Windows 7,and Fuji Xerox printer with printer dot deployment.
Along with many in-housesoftware deployments and support. Key rolein Lumley officerelocation of all ITequipment.
Key Strengths :
Extremely high standard of Customer Service and integrity sensitiveto the varyingabilities of Customers treating with the utmost
respect and accountability.Excellenttroubleshootingskillsalongwith a broad knowledge of Customer and Lenovo Desktop Support.
Work History
2nd Level IT CustomerSupportAnalyst 06/2010 to Current
WesfarmersInsuranceIT – 184 Railway Parade,Bassendean WA6054
 Reporting to ITS Customer Support Team Leader.
 Respond, troubleshootand resolveall walk-ups and assigned 2nd level hardwaresoftware calls alongwith requests logged
via ServiceNow to maintain businesscontinuity.
 Manage and update escalated callsaccordingto priority SLA matrix from priorities ranging from1-5 within KPI’s.
 Phone and email users to give status updates as well as organisingtimes to trouble shootand resolveissues.
 Escalatewhen needed and liaisewith other IT departments continuingownership & resolution of calls.
 Logging callsonlineas well as phoningto liaisewith 3rd party vendors for hardware and software related issues to do with
laptops,desktops, boardroomequipment, and printers.
 Liaisingwith 3rd parties for support of network connectivity to minimisebusiness downtimeand maximisebusiness
continuity.
 Imaging and installingSOEsoftware for laptops and desktops using Altiris.
 Assistingwith updated SOE software updates.
 Assisting and supporting officerelocations.
 Project related work e.g. Windows 7 rollout, Fuji Xerox printer rolloutand FollowMeprinter dot migration.
 Migration and transitional supportwhen Wesfarmers was acquired by IAG.
 Take partin disaster recovery initiatives.
 CreatingUpdating knowledge basedocumentation.

2. Chris Woodman
Chris Woodman cwoody52@gmail.com Page 2
 Mentoring new, junior and contractanalysts.
Work History
1ST Level IT Service Desk Analyst 06/2000 to 2010
WesfarmersInsuranceIT – 184 Railway Parade,Bassendean WA6054
 Reporting to ITS Customer Support Team Leader.
 Firstpointcontact for troubleshooting all IThardwaresoftwareincidents and requests via phone queue, email and walk
ups. Managingand updatingcalls accordingto priority SLA matrix from priorities rangingfrom1-5 usingKPI’s.
 Log all phone, email and walk up requests and incidents via HP Service Desk initially and then ServiceNow.
 Troubleshoot and resolveany hardwaresoftware1st Level incidents and requests escalatingwhen needed.
 Monitor network branch connectivity notifyingthe business with P1 emails whiletroubleshootingand liaisingwith Telstra
for re-establishing network connectivity to maintain businesscontinuity.
 Assistingwith migrations,softwareupdates alongwith disaster recovery activities.
 Trainingnew Service Desk Analystalongwith updatingknowledge base documentation.
Casual Contractor 03/2014 to Current
Office Relocation Solutions – 21 Munt Street, Bayswater WA 6053
 Officerelocations within CBD.
 Disconnecting,Relocating and reconnecting IT Desktop, Laptops and peripheral ITequipment.
Education
National Police Clearance from 29/5/2015
ITILFoundations 2015
Installing and configuring Windows 7 client– DDLS 2012
Maximise Productivity with Outlook 2010 Features - DDLS 2012
MS Jumpstart 2199: Introductions to Active Directory configuration – DDLS 2010
TimeManagement - DDLS 2009
CompTIA A+ - Hands on Computing 2002
Certificate 2 Information Technologies - Thornlie TAFE 2001
PC Hardware Troubleshooting – AIM 2000
Communicating Effectively with Help Desk Customers – Help Desk and Call Centre Institute 2001
Interests
Running Tennis Fishing
ReferenceContactDetails
Liam O’Donnell – ITS Customer Support TeamLeader (Immediate Team Leader)
Mobile: 0437 580 093
Mark Wilson – ITS Customer Services Manager (1 up Line Manager)
Mobile : 0417 956 369
Scott Spence – ITS Customer Support Team Leader (Previous Team Leader)
Mobile : 0437 906 315
Ian Sneddon – Head of Group IT Services – Wesfarmers Insurance IT (2nd up Line Manager)
Mobile : 0414 248 370
Tony Rogers - Operations Manager for Office Relocation Solutions
Mobile : 0452 248 801
Please note : I have many more professional and customer references available on request.