Jamie Burgos
McDonough,GA
Summary
Dynamic and forward-thinking Senior Technical Account Manager and Team Lead with a strong track record of elevating enterprise client experience, strengthening operational reliability, and guiding teams through complex technical and messaging-related challenges. Adept at driving large-scale incident response, producing comprehensive RCA reports, and communicating clearly with executives and cross-functional partners. Known for developing high-performing teams, improving service consistency, and delivering strategic, solutions-oriented support across the full post-sales lifecycle.
Overview
10
10
years of professional experience
1
1
Certification
Work History
TAM Team Lead (U.S.) – Messaging
Sinch
11.2024 - Current
- Lead a 9-person TAM and support team serving high-priority enterprise clients across U.S. messaging channels (10DLC, Toll-Free, Short Code, SMS/MMS, WhatsApp, RCS), ensuring consistency, quality, and reliability.
- Direct all major incident response efforts, coordinating across Engineering, Carrier Relations, Compliance, and Support to restore service quickly and maintain transparent communication.
- Produce clear, customer-facing RCAs that break down complex technical failures, highlight business impact, and recommend long-term mitigation strategies.
- Provide senior-level technical and analytical support, guiding the team through challenging cases such as deliverability degradation, carrier blocking, and integration issues.
- Strengthen team capability through targeted coaching, QA reviews, and streamlined onboarding practices that improve consistency and reduce ramp time.
- Enhance operational efficiency by improving internal documentation, automating repetitive tasks, and rolling out updated workflows in Confluence.
- Partner closely with Product and Engineering to escalate bugs, track fixes, and advocate for customer-centric improvements.
Technical Account Manager (U.S.) Messaging
Sinch
02.2022 - 11.2024
- Managed a portfolio of high-value enterprise accounts, serving as the primary technical advisor, escalation owner, and trusted delivery partner.
- Delivered detailed executive-ready RCAs that translated technical findings into clear, actionable explanations and prevention strategies.
- Proactively monitored account health, identifying emerging risks in deliverability, compliance, and integration workflows to prevent service-impacting events.
- Guided customers through complex API behaviors, messaging best practices, and carrier compliance requirements to improve performance and stability.
- Collaborated with Sales and Solutions Engineering to support expansions, identify technical growth opportunities, and design scalable integration approaches.
Radar & Weapons System Administrator
US Navy
04.2016 - 04.2022
- Maintained, troubleshot, and optimized mission-critical radar and network systems to ensure real-time operational readiness and reliability.
- Trained and supervised junior personnel, creating structured learning paths that improved team proficiency and reduced technical errors.
- Responded quickly to high-pressure system faults, applying analytical and diagnostic skills to restore functionality and support continuous operations.
- Authored detailed technical performance reports and implemented corrective actions that reduced system downtime and improved long-term stability.
Education
M.D. - Digital Forensics & Cyber Investigation
University of Maryland Global Campus
Hyattsville, MD12-2026
Bachelor of Science - IT - Cloud Computing
Western Governors University
Salt Lake City, UT05-2025
Skills
- Incident Response Leadership & Escalation Management
- Advanced Problem Solving & Technical Troubleshooting Support
- RCA Development & Executive-Level Reporting
- Client-Facing Communication & Stakeholder Management
- Team Leadership, Coaching & Performance Development
- Cross-Functional Collaboration (Engineering, Support, Compliance, Carrier Relations)
- SLA Oversight, Workload Prioritization & Operational Planning
- Messaging Performance Analysis & Deliverability Insight
- Process Optimization, Playbook Creation & Quality Standards Enforcement
Certification
CompTia - A+
CompTia - Network+
CompTia - Security+
CompTia Project+
CompTia Cloud+
AWS Cloud Practitioner
ITIL 4
Timeline
TAM Team Lead (U.S.) – Messaging
Sinch
11.2024 - Current
Technical Account Manager (U.S.) Messaging
Sinch
02.2022 - 11.2024
Radar & Weapons System Administrator
US Navy
04.2016 - 04.2022
M.D. - Digital Forensics & Cyber Investigation
University of Maryland Global Campus
Bachelor of Science - IT - Cloud Computing
Western Governors University