Levi Lugo
About Levi Lugo
Levi Lugo serves as the Global Director of Support and Support Operations at SparkCognition, where he applies his extensive knowledge in cybersecurity solutions. With a background in client services and technical support across various companies, he has developed skills in project management and operational tools.
Work at SparkCognition
Levi Lugo serves as the Global Director of Support and Support Operations at SparkCognition, a position he has held since 2022. In this role, he oversees the support operations and ensures effective service delivery to clients. His responsibilities include managing support teams and enhancing customer experience through strategic initiatives. Lugo's expertise in cybersecurity solutions, including web, data, and email security, contributes to the company's mission of providing advanced technology solutions.
Previous Experience
Before joining SparkCognition, Levi Lugo held several key positions in various organizations. He was the US Senior Director of Client Services at Community Brands from 2020 to 2021. Prior to that, he worked at Fourth as the US/UK Director of Support for 7 months in 2021. Lugo also served as a Customer Support Manager at SailPoint and as a Technical Support Manager at Forcepoint LLC. His extensive experience includes roles at Dell, where he worked in various technical support capacities from 2006 to 2014.
Education and Expertise
Levi Lugo studied Computer Science at Texas Tech University. He possesses a strong background in identity management and networking, which supports his work in cybersecurity. Lugo is skilled in using various operational tools such as Salesforce, Tableau, Smartsheet, Jira, HubSpot, and Intercom. He is also experienced in utilizing Scrum methodology for project management, which enhances his ability to lead teams effectively.
Cybersecurity Knowledge
Lugo has extensive knowledge in cybersecurity, focusing on web, data, and email security. His expertise encompasses proxy, on-premise, cloud, and hybrid cybersecurity solutions. This knowledge is critical in his current role at SparkCognition, where he applies his skills to enhance the security and efficiency of support operations.
Management Experience
Levi Lugo has significant experience in managing services to support onboarding processes. He has held various managerial roles throughout his career, including positions as Interim Director of Professional Services and Senior Manager of Customer Support at Social Solutions. His leadership in these roles has contributed to improved customer satisfaction and operational efficiency.