Rachael Helanor

Experience

• 

  Ashridge Management College

  Jan 1999 - Jan 2004

  Support Analyst (Pink Roccade)

  Senior Support Analyst for three high profile accounts.• Senior second line Support Analyst at the Boots Headquarters supporting 1000 userso Windows server 2000 and Win NT 4 o XP Rollouto Exchange 5.5o SMS for remote diagnostics and software deploymento Began to use ITIL working processes• Senior Support Analyst for Unisono Maintained XP Desktop build image using Symantec Ghosto Support 6 Regional offices across the north of Englando Support of Server and network infrastructure• Senior Support Analyst and Team Leader at Ashridge Management Collegeo Managed 5 desktop analystso Implemented ITIL service management procedures and processeso Required excellent customer facing skills for staff and management students Show less

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  The National Trust

  Jan 2005 - Jan 2008

  Senior Operations Support Analyst

  Senior Systems Analyst: Responsible for the day to day technical management of the Trust’s IT Systems and Infrastructure. Line manager to the Desktop and Release Team.• Responsible for the Altiris Notification and Deployment Serverso Automated Client Buildo Patch Managemento Software Deliveryo Software Virtualisationo CMDB projecto Software Asset Managemento Hardware Asset Management• Responsible for support of UK wide fleet of 4000 clients and 200 Servers across WAN• Support of VMware VirtualCenter, ESX 2.5.x and Virtual Infrastructure 3• Responsible for supporting the Senior Directors• Chair of the Infrastructure Deployment Group• Deputy chair of Technical Forum• Responsible for the Software Approvals process• Quality Assurance of outsourced service desk• Liaison to third party server hosting provider Show less

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  Symantec

  Aug 2008 - Nov 2014

  Enterprise account focused mobility pre-sales for Symantec. Engaging with customers to identify their mobility requirements.Engaging with Partners & colleagues as a technical overlay and generating Pipeline.Senior Principal Pre-Sales Consultant, Mobility: Responsible for the technical Sales cycle for Symantec Enterprise Customers specialising in Mobility, Endpoint Management, Virtualisation and Security.o Solution designo Technical Product Demonstrationso Technical Customer Relationship Managemento Proof of Concept Installationso Understand future trends and technologieso Thought Leadershipo Technical document writing e.g. Whitepapers• Regularly presenting to customers, understanding their requirements and challenges and strategically mapping Symantec solutions to those needs. Maintaining a technical specialism in my area of expertise and understanding the competition. Show less

  • Senior Principal Pre-Sales Consultant - Mobility

    Aug 2008 - Nov 2014

  • Principal TSO Consultant - Endpoint Management & Mobility

    Aug 2008 - Nov 2013
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  Microsoft

  Nov 2014 - now

  Working in the Microsoft Managed Desktop Customer Acceleration Team (MMD CAT), driving the Commercial Management Experiences (CMX) mission to enable organisations to deliver the Modern Workplace that is loved by users and trusted by IT. Focusing on Enterprise enablement leveraging technology to drive forward workplace transformation. Enabling Surface in Professional Services Technical specialist for the Surface family of devices.

  • Senior Product Manager - Cloud Managed Services & Windows Commercial

    Jul 2021 - now

  • Senior Program Manager

    Jul 2021 - Aug 2023

  • Surface Specialist

    Jul 2019 - Jul 2021

  • Surface Technical Specialist

    Nov 2014 - Jul 2021