Chelsi Padilla

Experience

• 

  TPG Telecom

  Feb 2018 - Oct 2018

  Technical Support Representative

  • Support our Australian Internet and home phone customers by troubleshooting technical issues with home internet setup, wifi and speed.• Resolve technical support queries via telephone.• Diagnose and escalate faults.• Provide excellent customer service.

• 

  Micro Focus

  Nov 2018 - now

  Technical Account Manager

  Technical Account Manager Help Desk and Back-up owner of Fortify on Demand SaaS Trial account at Micro Focus (Formerly HPE Software)/Fortify. This role is all about service delivery and product management, and provides the following:Helpdesk TAM is responsible for ensuring that customers understand static, mobile, and dynamic vulnerabilities, and help customers integrate their environments with the Fortify on Demand service.• Manage Customer Relationship.• Troubleshoot customer issues with the FoD portal.• Troubleshoot customer API authentication issue and integrates API calls to FoD. • Help the customer integrate their scan using Plugins and IDE to Fortify on Demand (Visual Studio Extension, Azure DevOps Extension, Fortify Security Assistant for Visual Studio, Eclipse IDE Plugin, Fortify Security Assistant for Eclipse, Jenkins Plugin, and Fortify on Demand Uploader using Powershell.)• Integrate their scan using source control Bitbucket and GitHub.• Integrate our Bug tracking tools using Atlassian JIRA and Azure DevOps to Fortify on Demand.• Verify and report customer found FoD portal issues.• Coordinate FoD resources (where appropriate).• Resolve customer inquiries or complaints via ticket, phone, and chat. Assist with troubleshooting concerns and ensure that customer tickets are addressed accurately and in a timely manner. SaaS Trial Support: • Provide Customer Relationship for possible customers to purchase the full version of the Fortify on Demand services. • One of the main contact persons if our internal and external customer would have questions, concerns, and inquiries regarding our Trial environment.• Troubleshoot customer issues with the FoD trial portal.• Resolve customer inquiries or complaints via ticket and email.• Coordinate for trial service extension.• Explain the difference between the full and trial version of the Fortify on Demand service with the customers.https://software.microfocus.com/en-us/home Show less