Edwin Cortés

IT Senior Project Manager @Airbnb

Telecommunications Engineering✨ Business OwnerInvestment ManagementBusiness OwnerEngagement Manager🧑‍🔬 EngineerTechnology🧨 ConsultingColombia✔️ ITProject Manager

I bring over two decades of diverse expertise in IT, sales management, and executive consulting to drive tangible results and foster meaningful relationships. Certified in ITIL and SCRUM, I've honed my skills in project management, technical support, and strategic partnership cultivation across Telecom, Oil & Gas, and Technological Automation sectors. My approach is simple yet effective: I excel at identifying and capitalizing on project opportunities, leveraging internal resources for product support, and driving growth through proactive sales methodologies. With a keen eye for innovation and a commitment to continuous learning, I thrive in leading improvement initiatives and cultivating high-performance teams. My specialized knowledge spans mobile network optimization, drive testing, microwave, and Fiber optics, complemented by proficiency in servers, databases, and help desk management. Above all, I prioritize effective communication, customer satisfaction, and collaborative teamwork in every endeavor.

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Work Background

AirbnbOperations and Project Manager

Apr. 2024Bogotá, Distrito Capital, ColombiaDynamic and meticulous Operations and Project Management with a demonstrated ability to enhance property listings for optimal visibility and profitability. Expertise in conducting feasibility studies and leveraging cutting-edge technology to assess potential properties. Expertise in overseeing comprehensive property processes, and consistently achieving high customer satisfaction through proactive operational and project management strategies. Key Contributions and Achievements:  Managed the end-to-end listing process on web platforms, conducting market research to optimize rates and utilizing SEO techniques to enhance visibility.  Ensured accurate representation of listings and prompt response to inquiries through effective communication with customers, providers and property owners.  Led to maintain high ratings of property high performance managing and analyzing KPIs to drive continuous improvements.

Rockwell AutomationIT Major Incident Manager

Jun. 2022 - Apr. 2024Managed the incident lifecycle, prioritizing customer-focused support and timely communication, proactively notifying IT leaders and end-users, and serving as an escalation point for effective responses. Minimized business operation impact by proactively addressing incidents. Collaborated with Problem Management teams to reduce disruptions to critical services, implementing preventive actions and minimizing resolution time, resulting in increased service reliability and customer satisfaction. Key Contributions and Achievements:  Directed the agile resolution of critical incidents, ensuring compliance with service level agreements, resulting in an 11.3% increase in customer satisfaction and loyalty metrics.  Led post-mortem investigations, identifying root causes and trends to enhance incident management and optimize business performance and costs by 8.5%.  Drove two continuous improvement programs in incident management, applying lessons learned and implementing effective practices to strengthen response capabilities for critical incidents.

Cenit Transporte y Logística de HidrocarburosDigital Operations and Infrastructure Technical Leader

Nov. 2021 - Jun. 2022Bogotá, Distrito Capital, ColombiaLed the execution of IT projects, driving the implementation of strategic services in infrastructure, cybersecurity, and software development, ensuring successful delivery and significant operational efficiency in each project. Leveraged my sales experience to align technological solutions with business objectives, ultimately contributing to revenue growth and successful project delivery. Played a crucial role in aligning technological solutions with business goals, contributing to the achievement of the organization's strategic plan across all departments. Key Contributions and Achievements:  Managed the strategy for at least 10 projects and their corresponding technology and digital transformation resources in the Oil & Gas sector, with a budget exceeding USD 19 million, meeting established objectives.  Effectively led high-performing multifunctional teams, comprising over 50 professional and technical experts, generating value and ensuring end-user satisfaction.  Successfully implemented 5 major digital transformation projects, utilizing innovative approaches and cutting-edge technologies to improve operational efficiency and promote business growth, consistently committed to excellence and maximizing return on investment.

TelefónicaGlobal Information Technology Project Manager

Jul. 2021 - Dec. 2021Bogotá, Distrito Capital, ColombiaOrchestrated the successful worldwide rollout of network services, ensuring 95.6% project scope accuracy and guiding diverse teams. Resulted in flawless project delivery, maintaining unwavering standards of quality, time, and budget adherence, mitigating risks and driving sustained client satisfaction and growth. Leveraged sales expertise to foster collaborative partnerships. Key Contributions and Achievements:  Led the deployment of IT projects overseeing various operational areas at Telefónica Internacional, ensuring 95.6% adherence to agreed delivery dates with clients.  Efficiently managed documentation and reporting through technological platforms to generate follow-up reports and incident management, thereby transferring deliverables to the corresponding operational area.  Coordinated and collaborated with multifunctional teams and operational areas, ensuring the smooth execution of over 50 projects, facilitating effective communication, and meeting objectives with assigned clients.

NaeProject Manager Executive Consultant

Jul. 2021 - Oct. 2021Bogotá, Distrito Capital, ColombiaImplemented strategic project management techniques to reduce delivery times, improve resource allocation, and increase profitability. Identified challenges and formulated action plans, leveraging my sales skills to drive revenue growth, positively impacting business expansion. Excelled in identifying challenges and formulating effective business improvement roadmaps, utilizing my sales expertise to drive impactful results. Key Contributions and Achievements:  Ensured end-to-end quality management of projects according to client and company-established processes, achieving a 7.7% improvement in deliverables and customer satisfaction.  Identified business growth opportunities, ensuring appropriate resource allocation, budget management, and a 15% increase in revenue, ensuring project continuity.  Established strong project teams, driving their development through continuous feedback and coaching, facilitating problem resolution and defining personal and professional growth plans.

NokiaIT Client Service and Project Manager

Nov. 2019 - Mar. 2021Bogotá, Distrito Capital, ColombiaI played a dual role, closely collaborating with the Real Estate team to align IT and business interests. As Global IT Customer Service Manager, I enhanced end-user support by addressing hundreds of IT-related issues and gathering dozens of business requirements, thereby increasing internal user satisfaction and organizational success. Additionally, as IT Project Manager, I oversaw all critical and non-critical global sites for the company, leading software implementations and vendor selections, resulting in more profitable and efficient operations. I directed global IT infrastructure projects, including the implementation of new offices, site moves, and office closures, facilitating the business's adaptation to the digital environment and supporting organizational growth. Key Contributions and Achievements:  Orchestrated over 30 IT infrastructure projects, collaborating with Real Estate to meet budget, scope, and timeline objectives, resulting in increased customer satisfaction and exceptional deliverables.  Led initiatives that drove a notable 40% increase in IT service productivity, developing detailed business requirements and technical specifications, while effectively navigating tight budget constraints.  Provided exemplary IT support to a diverse user base of over 5000 users, ensuring proactive communication, adherence to support protocols, and quick problem resolution, while facilitating effective communication of IT roadmaps to internal users and clients.

Nokia NetworksLAT GS CARE Incident Manager

Nov. 2015 - Oct. 2019Bogotá D.C., ColombiaI supervised the implementation of incident and problem management processes, increasing efficiency in their resolution. I prioritized customer satisfaction and continuous improvement of incident management protocols. Leading specialized teams, I ensured prompt service recovery and resolved hundreds of issues, guaranteeing minimal disruption and reducing downtime. I improved customer perception and maintained network reliability. I represented the organization in incident prevention and root cause analysis, demonstrating a reduction in recurring incidents. I contributed to the continuous improvement of incident management protocols. Key Contributions and Achievements:  Positioned the incident support team as a leader in emergency restoration efficiency, surpassing LAT expectations through continuous improvement programs for operational performance exceeding 13.1%.  Achieved high team performance in issue resolution by meeting customer requirements through effective end-to-end fault management processes, ensuring a 30.8% decrease in downtime.  Introduced proactive root cause analysis of incidents, leading to the identification of improvement opportunities and preventive actions, resulting in a 20% reduction in incident recurrence, improving operational stability, and increasing customer satisfaction.

Nokia Siemens NetworksRAN Senior Customer Support, NOC Operations Specialist and BSS Integration Engineer

Jan. 2010 - Oct. 2015Bogotá D.C., ColombiaSpearheaded overall technical aspects of the RAN mobile technologies for project operations and planning of special care projects such as installation, implementation, commissioning, acceptance, operation and troubleshooting. Key Contributions and Achievements:  Managed and lead important and complex RAN mobile project deployment throughout LAT region by employing effective plans, technical audits in close collaboration with network planning.  Performed advanced and high-quality technical support on 2G, 3G and 4G mobile network as well as RAN parameter configuration by executing mobile field drive test performance as part of the network optimization.  Lead CARE's special project planning to increase the efficiency of mobile systems through analysis and optimization of the network elements parameters and KPIs.

SiemensRAN BSS Integration Engineer, Specialist

Sep. 2003 - Dec. 2009ColombiaResponsible for the technical and operational management of mobile telecommunications projects in radio access (RAN). Leadership in planning and execution of special customer network care projects (CARE). Successful implementation of complex RAN projects in LAT, using effective plans and technical audits. Close collaboration with internal and external teams to ensure efficient communication. Skills in problem-solving and optimization of mobile networks. Key contributions and achievements: Installation, commissioning, integration, technical acceptance, supervision and field service expert on 2G BTS, BSC and TRAU site. Perform troubleshooting for Swap projects, field service, antenna measurements, 850MHz and 1900 MHz network expansion, Alarm registration analysis, Implementation team leadership and 24X7 Emergency support. Mobile Drive test performance: TEMS Sony-Ericsson for Hand Over testing, TRX power, inter/intra HO, traffic and signalling channels, power level verification for network optimization. Supported Accounts o Ola (Tigo-Millicom) Colombia (2003-2005) o Telefonica Ecuador (2005 - 2006) o Telefonica Peru (2006 - 2007) o Claro Chile (2007 - 2008) o Ola (Tigo-Millicom) Colombia (2008-2009)

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