Freelancer profile translated to English.
Back to original languageAbout Iván
I help companies whose business depends on digital systems to redesign their operational structure when internal workflow starts to generate friction, overload, and excessive dependence on the founder.
Many businesses don't have a tool problem.
They have a system problem.
Over time, processes accumulate, automations are chained, and the team compensates with effort for what the system isn't solving. My job is to intervene at that point and redesign the internal operating system to make it coherent, scalable, and stable again.
My approach is clear:
- Analyze the current system structurally
- Detect friction points and operational risks
- Redesign workflow, responsibilities, and technological stack
- Accompany until real system stabilization
What can you expect when working with me?
- Deep, not superficial, diagnosis
- Time-bound, results-oriented intervention
- Structural redesign, not "patches" on existing automations
- Direct communication and executive focus
I don't come in to execute isolated tasks or become permanent support.
I come in to redesign the internal operating system and leave when it works without me.
I usually work in phases: diagnosis, structural redesign and implementation, with support until the team can operate autonomously and stably.
If your company depends on digital tools but internal coordination is starting to strain, the problem is likely not the technology, but how it's designed.
Tell me your case and we'll see if it makes sense to intervene.
Spanish
Native or bilingual
English
Fluent
French
Conversational
Can work on-site
Monóvar (up to 50km), Valencia (up to 50km), Sevilla (up to 50km), Porriño (up to 50km), Alicante (up to 50km)
Experience
- MEWSCustomer Support Team LeadOctober 2025 - Today (10 months)● Lead and supervise daily operations of the Customer Support team.● Conduct regular performance evaluations, facilitate career planning, and develop individual development plans.● Act as the primary escalation point for both team and customer-related issues.● Identify knowledge gaps and provide specific training or coaching to close them.● Analyze and escalate recurring customer complaints to the appropriate departments.● Ensure high-quality support across all channels (phone, email, chat), monitoring SLAs and implementing preventive measures.● Update and maintain internal operating procedures (SOPs) and knowledge base resources.● Lead support-related projects and, when necessary, act as an independent contributor.
- MEWSSenior Support Analyst - Connector ExpertOctober 2023 - September 2025 (1 year and 11 months)Spain● Train standard support members and address technical queries.● Work with machine-readable formats (JSON, XML).● Analyze system logs of API traffic in any logging tool.● Communicate with IT staff and general client personnel regarding their owned servers, security configurations, and custom integrations for each property.● Escalate customer technical issues to external partner technical teams.
- MEWSCustomer Support AnalystJanuary 2023 - October 2023 (9 months)Spain● Develop product knowledge, helping clients maximize its value.● Provide technological support to clients via online messaging and phone.● Consult with clients on ways to improve product usage and efficiency.● Maintain, edit, and create product usage articles for client consultation.● Maintain exhaustive customer documentation.
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Education
- Degree in Engineering, Computer EngineeringUniversidad Nacional de Educación a Distancia - U.N.E.D.2021Grado en Ingeniería, Ingeniería informática
- Master's degree, Tourism and Travel Services ManagementUniversidad Nacional de Educación a Distancia - U.N.E.D.2016Master's degree, Gestión de servicios turísticos y de viajes