Diego Ludeña Lavado

I’m an IT Service Desk Lead with 9+ years of experience leading Service Desk operations (N1/N2 support) and IT Service Management (ITSM) in the financial sector. I focus on improving reliability and speed through structured processes and practical automation, backed by ITIL V3 and COBIT 2019 training.

In my current role, I lead and supervise a 7-person IT team, manage ~3,000 monthly tickets via ProactivaNET, and own SLA monitoring, N2 escalation, and KRI reporting to management. I also train support staff continuously and coordinate cross-functional requirements with Accounting, Risk, Commercial, and Savings teams.

My standout impact has been delivering automated production deployments for the SICMACT system across 108 branches nationwide, removing manual deployment steps and reducing operational errors. I also standardized response and escalation times by implementing an ITIL-based service catalog, creating transparent and measurable SLAs for ongoing service delivery.

Before this, I worked as an IT Services Assistant (N1/N2), handling ticket registration and resolution across phone, email, and the help desk system. I supported remote users using IVANTI and IBM BigFix, administered Active Directory (accounts, profiles, and GPO), automated software deployments with IBM Tivoli Endpoint Manager, and produced SQL Server reporting—earning recognition for strong performance in 2020.