Jamie Burgos
Bremen,GA
Summary
Savvy Technical Support Account Manager dedicated to maximizing network uptimes and customer satisfaction through careful application of both automated monitoring and manual supervision. Veteran manager of network deployments at all scales. Perpetually available to correct faults and avert disasters. Equipped to oversee large-scale workforces or go hands-on with complex network management tasks.
Overview
12
12
years of professional experience
6
6
Certification
Work History
Technical Support Account Manager
Sinch
02.2022 - Current
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Remotely analyzed and diagnosed complex network faults for clients, recommending and implementing corrective measures.
- Drafted post-mortem documentation analyzing instances of network system failures and detailing required repair and restoration efforts.
- Improved overall user experience through support, training, troubleshooting, improvements, and communication of system changes.
- Diagnosed and executed resolution for network and server issues.
- Addressed L1-L3 issues and escalations while adhering to SLAs
- Acted as a dedicated support manager for high-value strategic key clients
- Ability to troubleshoot, diagnose, and fix user reported production issues.
FCS | Radar & Weapons System Administrator
U.S. Navy
04.2016 - 04.2022
- Saw to the continued operation of computer systems by inspecting, testing, and aligning RF equipment, data cabinets, and associated computer networks
- Promoted unit efficiency by conducting training to educate junior personnel on effective equipment maintenance and troubleshooting methods
- Used planned maintenance scheduling software (SKED) to review, report, and record all planned and corrective maintenance
- Completed reports detailing network and systems performance and downtime issues.
- Implemented corrective plans of action for system availability and latency.
- Served as subject matter expert on proposed technology purchases.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Small Business Owner
Arrowhead Apparel Co.
01.2012 - 04.2016
- Promoted business via social media to generate leads and maximize brand identity.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
Education
Bachelor of Science (B.S.) - Cloud Computing -
Western Governors University
Millcreek, UTSkills
- Working Knowledge of RESTful technology and APIs
- Business Escalations Handling
- Network Troubleshooting
- TCP/UDP/ SSL/TLS
- Cybersecurity
- Windows/Mac OS
- Ticketing Systems
- Windows AD
- Cloud Platforms
- Customer Service/Support
- Active Secret Security Clearance
- Root Cause Analysis
- Ticket Management
- Project Collaboration
- Access Issue Resolution
- Support Services
- Network Configuration
- Network Support
Certification
- ITIL4 Foundation, 11/01/21, 11/01/24
- AWS Certified Cloud Practitioner, 05/01/23, 05/01/26
- Comptia A+, 02/01/22, 01/01/29
- Comptia Network+, 10/01/22, 01/01/29
- Comptia Security+, 01/01/23, 01/01/26
- Comptia Cloud+, 06/01/23, 06/01/26
Timeline
Technical Support Account Manager
Sinch
02.2022 - Current
FCS | Radar & Weapons System Administrator
U.S. Navy
04.2016 - 04.2022
Small Business Owner
Arrowhead Apparel Co.
01.2012 - 04.2016
Bachelor of Science (B.S.) - Cloud Computing -
Western Governors University