From Operations to ITSM Management
My career is not a series of random jumps, but a strategic construction toward IT service coordination. I have combined industrial rigor, incident management, and data analysis to consolidate a hybrid profile: Management + Technical Vision.
1994 – 1999 | Administrative Agency (Guiral Carrera)
Vehicle procedures • B2B Customer Service • Official bodies
- Administrative foundation, regulations, and document management under pressure.
1999 – 2005 | Industrial Sector (Nissan, Dana Incorporated, Sas Cockpit Automotive Systems,S.L.)
Assembly line • Logistics • Standardized processes
- Operational rigor, work in high-demand environments, and quality control.
2006 – 2015 | Office Management (Cleries Real State)
Incident management • Client-provider interface • Light CRM/ERP
- Operational bridge, case traceability, and conflict resolution with a process-oriented approach.
2016 – 2020 | Digital Leap (Arvato, Majorel, Ettydem, TikTok)
Multilingual support • Pattern analysis • FR/EN Moderation
- Applied ITIL, pattern analysis, and cultural consistency.
Dec 2022 – July 2020 – July 2022 | Medical Leave and Recovery
Forced technical stop derived from the pandemic. Period dedicated to health recovery and personal restructuring, laying the groundwork for subsequent challenges.
July 2022 – July 2024 | Family Business Management and Personal Restructuring
Following the passing of the head of the family in October 2022, I took over the leadership of the family real estate business and provided comprehensive support to the family unit during an assisted grieving process. This stage, while temporarily pausing my professional growth, forged exceptional emotional maturity, crisis management skills, and resilience. I learned to make complex decisions under emotional pressure and to maintain business operations in adverse contexts.
August 2024 – May 2025 | Change of Country of Residence for Care of a Sick Relative
- Accompaniment of a terminally ill relative • Advanced emotional management • French language immersion
An experience of deep personal growth that strengthened my C1 French, resilience, and emotional maturity to handle complex situations under pressure. Key lesson: the ability to maintain calmness, empathy, and operational rigor in highly emotional contexts.
June 2025 – May 2026 | Technical Re-qualification
- ITIL v4 • Jira Administration • SLA Management • REST APIs • Java/SQL (DevOps Coordination)
- Consolidation of ITSM competencies and preparation for re-entering the job market.
- Result: Hybrid profile (Management + Tech) capable of accelerating the learning curve for IT Service Coordinator or Customer Success roles.
June 2026 – Present | Digital Banking (INTELCIA / Banc Sabadell)
Remote Banking Agent specialized in operational resolution for individuals and companies: cards, accounts, digital access, Bizum, fraud, and treasury operations. I operate in the PROTEO virtualized environment (CRM + SIBIS ERP + SharePoint) applying compliance and fraud prevention protocols. I apply ITIL methodology and prior BPO experience (Majorel/TikTok) to systematize processes, document solutions, and maintain agility under pressure, aligning operational resolution with customer satisfaction and full traceability.