Edwin Cortes

I’m an IT Service Delivery and Project Management professional with over a decade of experience helping Managed Service Providers (MSPs) and IT teams deliver better service, smoother onboarding, and higher client satisfaction.

My background includes leading support operations, coordinating cross-functional teams, and driving internal initiatives that improve efficiency and transparency. I’ve worked closely with technical engineers, clients, and leadership to ensure projects are delivered on time, support SLAs are met, and every touchpoint reflects quality.

In my most recent role, I served as Director of Operations for a growing MSP, where I led a fully remote support team, streamlined onboarding for new clients, and implemented best practices in ticket escalation, incident tracking, and documentation. I also managed internal projects — from launching new services to improving reporting workflows — with a strong focus on outcomes, clarity, and collaboration.

I believe in process improvement that actually helps people. Whether that’s removing bottlenecks in project delivery, making it easier for clients to get answers, or reducing friction in a support team’s daily tools — my goal is always to make work smoother and more human.

I’m fully remote, fluent in English and Spanish, and thrive in environments where I can bring order to chaos, coach teams, and create meaningful improvements in both operations and culture.