Cena Luster
@cenaluster
I lead remote IT support operations, improving service delivery and SLA performance.
United StatesWhat I'm looking for
I'm leading multiple technical support and service coordination teams at SugarShot, overseeing daily operations, SLA performance, service metrics, client requirements, and cross-team projects in a fully remote environment.
Previously at Consilio, I managed L1 and L2 support organizations of 50 employees through four direct-report supervisors. I partnered with senior leadership on workforce planning, operational metrics, business priorities, and service improvements across support functions.
My background also includes leading technical support for office and field construction personnel at Stellar, where I helped transition the workforce to remote operations and improved role-based access, onboarding, hardware imaging, and user provisioning processes. I bring ITIL practices, people leadership, stakeholder management, and operational discipline to service delivery.
Experience
Work history, roles, and key accomplishments
Support Manager
SugarShot
Jan 2025 - Present (1 year 7 months)
Lead multiple technical support and service coordination teams in a fully remote environment. Oversee daily operations to ensure service quality, operational efficiency, and customer satisfaction.
Senior Support Manager
Consilio
Jan 2022 - Dec 2024 (2 years 11 months)
Managed L1 and L2 support organizations totaling 50 employees through 4 direct-report supervisors. Led team meetings, coaching sessions, and weekly one-on-ones to improve performance and engagement.
Team Lead
Stellar
Jun 2019 - Jan 2022 (2 years 7 months)
Led a team supporting both office-based and field construction personnel. Helped transition the workforce to remote operations during the COVID-19 pandemic.
Poker Dealer
Best Bet
Jun 2012 - Oct 2019 (7 years 4 months)
Managed fast-paced gaming environments while maintaining accuracy, compliance, and customer service standards. Demonstrated strong communication, conflict-resolution, and multitasking skills.
Education
Degrees, certifications, and relevant coursework
Florida State University
Master of Science, Information Technology
Master of Science in Information Technology from Florida State University.
Florida State College at Jacksonville
Bachelor of Science, Information Technology Management
Bachelor of Science in Information Technology Management from Florida State College at Jacksonville.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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