Diego Alejandro Gallardo

I lead the regulatory-process department for a national managed mobile network of around 9,000 sites, with a team of 21 people (largely outsourced) across monitoring, reporting, and BI. - Held network availability as high as 𝟵𝟵.𝟵𝟱% in a tough operating environment, with external-cause exclusions documented and filed with the regulator. - 𝗧𝗲𝗻-𝗽𝗹𝘂𝘀 𝘆𝗲𝗮𝗿𝘀 𝘄𝗶𝘁𝗵 𝘇𝗲𝗿𝗼 𝗽𝗲𝗻𝗮𝗹𝘁𝗶𝗲𝘀 across all regulatory and contractual reporting, protecting the company from financial and legal risk. - My team and I put 𝗔𝗜 𝘁𝗼 𝘄𝗼𝗿𝗸 𝗶𝗻 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝗼𝗻, classifying SLA exclusions against the regulator's rules and validating compliance evidence, turning a manual review into an automated, audit-ready process. - Started piloting 𝗮𝗴𝗲𝗻𝘁-𝗯𝗮𝘀𝗲𝗱 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻 as the next step for NOC efficiency, mapping the operational and security path toward supervised autonomous operations. - Founded and lead the data team that built the ETL pipelines, cutting availability reporting from a full week down to daily. - Represent SLA, availability, and quality targets in quarterly contract negotiations (~COP 12B per quarter) alongside operations and project directors.

Coordinated a 24/7 Network Operations Center of around 30 people (5 direct, 25 outsourced), running monitoring and shift operations for the national mobile network. - Kept operations running through the whole 𝗧𝗜𝗚𝗢–𝗨𝗡𝗘 𝗺𝗲𝗿𝗴𝗲𝗿 with no loss of monitoring visibility, during a high-risk transition. - Enforced 𝗦𝗟𝗔 𝗰𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 in fault management across the operation, protecting service quality. - Led and mentored the monitoring team, and oversaw the optimization of BSS monitoring tools to keep network visibility steady.

Cross-functional incident manager with authority to mobilize any technical area during critical events, driving resolution through influence and coordination rather than direct reports, where a single major outage (CRM or core systems) could cost around US$1M per day. - Matured the operation from reactive incident handling to structured 𝗽𝗿𝗼𝗯𝗹𝗲𝗺 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁, introducing SLAs for ticket creation, diagnosis, restoration, and documentation where none existed before. - Built a 𝗿𝗼𝗼𝘁-𝗰𝗮𝘂𝘀𝗲 𝗮𝗻𝗮𝗹𝘆𝘀𝗶𝘀 process targeting the recurring failures behind critical incidents, reducing repeat outages. - Ran crisis response across all technical areas and led critical-incident calls end to end. - Enforced strict SLA fault-management compliance, containing the business risk of high-cost outages.