Nelson Gallardo

ITIL v4 certified professional with experience leading Major Incident Management and Problem Management in ITSM environments. Proven capability to manage high-severity incidents end-to-end, coordinate cross-functional teams, vendors, and business stakeholders, and drive continuous improvement aligned with ITIL best practices. Prior background supporting Service Desk (L1) and App Support, including Active Directory onboarding, password resets, email provisioning (O365), operational monitoring, and release/deployment support in collaboration with L3 Dev teams.