I am Ralph Vincent Mendoza, I was raised by my grandmother, I was 10 years old when I started playing volleyball, my favorite sport. That’s when I learned how to be a team player up to this day that I can use at work place. I became independent when I was in high school which required me to stay far from my family. Since then, I have been living on my own and it helped build my confidence in taking big steps and making decisions which are crucial in both personal and professional life. For the past years that I have worked on fields different from my degree, I am confident to say that I was able to establish potentials and developed skills that are essential to the job I am vying for. When I started working as AP Prod, I learned to love the job and got more interested in IT. Also I see possible career growth in the IT industry. I think this is where my fate has led me. And I always believe that our college degree does not confine us in a single profession for as long as we are willing to take risks for our own personal and professional growth. Incident Management: • Participate in the remediation of high priority issue with Partners, Service Providers and internal Support teams and ensure resolution as confirmed by affected users/merchants • Ensure the creation of reference ticket and escalation of every issue to identified support team (internal or even external) to Global Payment including Service Providers • Respond to system management alerts to handle system or operation’s exceptions including the creation & closure of ticket once the given alert was proven to be resolved or false positive • Monitor email messages coming from clients, customers & peers and send accurate reply in a timely fashion Service Delivery: Work with partners, support teams, development groups and service providers to: • Closely monitor identified factors that would create negative impact like possible delay or revenue loss due to sudden changes or failure like Holidays, file transmission and other application standards like encryption as defined per site • Actively support migration, planned maintenance and testing in Production environment including but not limited to disaster recovery (DR) practices • Participate based on established deliverables to ensure successful on-boarding of new merchants • Send notification as prescribed by the situation using approved template Documentation: • Ensure that the documentation in terms of Production & Batch Support procedures are accurate & updated • Create and update ticket with accurate information in a timely manner until its closure • Prepare or coordinate the submission of root cause analysis for identified high priority issue including that permanent correction that was applied   Others: • Work on special projects and other duties that may be assigned from time to time • Generate and submit reports as agreed upon with other support team Accomplishments: ITIL V4 Certification – November 2019