Jacob Dunlap Email & Phone Number

Tucson, Az, Us

Tucson, Arizona, United States

Provides expedient white-glove customer service through multiple communication systems while managing tickets in various systems. Administers and maintains a wide range of IT systems and is responsible for hardware configuration, software installation, inventory management, and process documentation.• Established organizational KnowBe4 configuration, ensuring adherence to security compliance framework and enhancing security awareness for over 100 users.• Devised a solution to allow Adobe Flash Player to run on select computers past its forced end of life, giving developers time to resolve an overlooked dependency in a critical web application.• Cleared out a backlog of over 100 tickets within my first month of employment while also keeping pace with newly submitted tickets and projects.

Phoenix, Arizona, United States

Advises the unit commander on operational decisions, leads and trains multiple teams of public affairs soldiers, and manages unit equipment and IT systems. Plans and produces multimedia content to document military operations and ceremonies while telling the Army’s story.• Established an ongoing unit technical training and mentorship program. Created a suggested class list, implemented a rotating roster for instructor assignments, and created a shared resource and documentation repository for class references.• Created and documented shared smart trackers in Google Workspace. Collaborated with unit commander to develop a system for administrative deficiency tracking.• Awarded for designing, implementing, and supervising a multi-day, classroom and field training course on land navigation and map reading, and instructing and evaluating over 30 students in the course with a 100% pass rate.

Phoenix, Arizona, United States

Led and mentored a team of public affairs soldiers, maintained unit IT systems, and conducted training to enhance unit communication and operational capabilities. Produced and disseminated multimedia content to document military operations and ceremonies while telling the Army’s story.• Conducted unit IT security showdown; implemented workstation security best practices (disk encryption, screen timeout, least-privilege access, etc.) across 100% of unit IT systems.• Developed and documented unified unit technical standards for digital imagery export, storage, and distribution. Trained 100% of unit soldiers on the purpose and use of the new standards and how to access the documentation.• Implemented, enforced, and supervised a rolling self-assessment documentation system to assist unit soldiers with yearly performance evaluations.

Tucson, Arizona, United States

Managed and trained National Guard PIO personnel while coordinating multimedia production, event support, and internal and external communications campaigns. Produced visual content and social media posts, and provided technical and clerical assistance to Customs and Border Patrol PIO personnel.•Unlocked, refreshed, and reconfigured a spare internal distribution system broadcasting node for use as a social media management workstation, creatively overcoming inventory limitations.• Constructed, installed, and cabled a modular overhead rack-lighting system for the main PIO studio. Trained PIO personnel on the system's features and proper usage.• Developed and documented the PIO section standard operating procedure for Task Force Guardian and trained my successor in PIO operations, laying a foundation for the task force’s newly-formed nine-month personnel rotation cycle.

Tucson, Arizona, United States

Professionally managed workstation setup, network infrastructure, and hardware maintenance. Conducted remote and onsite troubleshooting for various commercial and proprietary IT systems, while creating and maintaining documentation, operational processes, and a unit knowledge base.• Awarded for redesigning, rebuilding, and documenting the network and power topography for the unit’s tactical operations center.• Designed, coordinated, and implemented a comprehensive, offline-access capable knowledge base system for the unit’s IT section.• Served as a radio telephone operator during a field training mission. Successfully coordinated simulated travel and combat traffic for over 1000 soldiers in the area of operations.

Farmington, New Mexico, United States

I started working with digital video when I was 12 years old and made my first profit from it the same year. I built my skill set independently through high school, then went to college to formally develop my skills.Now my motto is "Record EVERYTHING"​, and this is my business model: If it has something to do with digital imagery or audio, I can build it for you!

Baumholder, Rhineland-Palatinate, Germany

Led and mentored a team of public affairs soldiers, maintained unit IT systems, and conducted training to enhance unit communication and operational capabilities. Produced and disseminated multimedia content to document special forces operations and military ceremonies while telling the Army’s story.• Conceptualized and coordinated a pop-culture social media campaign, and created many accompanying graphics and videos, including a much-acclaimed stop-motion movie.• Successfully defused a miscommunication incident between U.S. Special Forces soldiers and foreign military public affairs personnel, deflecting a potentially mission-crippling issue and fostering open and friendly communication and cooperation.• Executed a large-scale content-gathering mission in Athens, Greece alone and with little support. Coordinated with U.S. and Hellenic special forces elements to capture and produce 42 releasable photos, five releasable B-roll video packages, and five releasable social media video reels over the course of five days.

Tucson, Arizona, United States

Installed, maintained, tested, and repaired systems and networks. Implemented and supported IT initiatives, provided technical support, and resolved complex problems. Assisted internal users and departments in developing and implementing requests, proposals, and assessments.• Awarded September 2017 Tech of the Month for highest overall monthly score in the company for both metrics and customer service ratings.• Tracked down, documented, and implemented a customer’s previously lost proprietary corporate VPN configuration, boosting customer confidence and securing project completion.• Designed, constructed, and documented a prototype mobile toolkit for onsite technicians. Coordinated construction of several standby units, enhancing team capabilities and readiness.

Sandia National Laboratories, Albuquerque, New Mexico

Managed a workload of over 60 tickets per day procuring and imaging hardware, troubleshooting and repairing network infrastructure, workstations, and servers in a highly sensitive, security-focused environment. Utilized strong communication skills to deliver exceptional customer service and develop comprehensive documentation.• Awarded September 2016 Tech of the Month for highest overall monthly score on my team for both metrics and customer service ratings.• Chosen to attend a course on knowledge-centered service and serve as the team’s lead knowledge base subject matter expert.• Identified an insubstantial power supply as the cause of a persistent monitor issue that had baffled several prior technicians, calming an agitated customer and permanently closing a recurring ticket.

Rio Rancho, New Mexico, United States

Professionally managed workstation setup, network infrastructure, and hardware maintenance. Conducted remote and onsite troubleshooting for systems such as Active Directory, Microsoft Office products, and various proprietary Army systems, while creating and maintaining documentation.• Successfully reset a Cisco router password in the company command point node. Quickly resolved the issue, ensuring continued network functionality.• Conducted in-depth research to create instructional material on security basics. Taught the course to a group of over 20 soldiers.• Chosen over peers to pursue Security+, Cisco Certified Technician, and Cisco Certified Entry Networking Technician certifications due to academic excellence in initial entry training.

Farmington, New Mexico, United States

Led a team to create television commercials from concept to completion, including scriptwriting, motion graphics, voiceover production, and video editing. Managed inter-departmental and inter-corporate coordination, employee training, and project development, while also supporting production for sister station KOBR-TV.• Upgraded and reorganized the station’s digital archival system. Sanitized, standardized, and documented archival file structure, added storage redundancy, and broadened archival scope, ensuring the continued integrity of production assets and records.• Spearheaded overhaul of the station’s obsolete studio. Created estimates and submitted requisitions to replace missing, outdated, and broken equipment, personally painted, repaired, and reconfigured studio assets, and trained personnel on studio use and upkeep, exponentially enhancing production quality and increasing customer confidence.• Traveled to Roswell to train KOBR-TV employees on advanced video production techniques and best practices and to make recommendations for departmental infrastructure improvements.

Farmington, New Mexico, United States

Oversaw project development, scheduling, and distribution while managing customer relations through phone, email, and instant messaging correspondence. Managed script writing, audio production, and IT systems troubleshooting and maintenance.• Organized studios, implemented cable management and labeling, and standardized audio archive folder structure, increasing production efficiency and reducing workplace safety hazards.• Refined and documented standard operating procedures for station operations, client coordination, and audio production and engineering, establishing process standardization and ease of succession.• Live-edited weekly sports broadcasts by simultaneously listening to and coordinating three separate audio streams; two live and one delayed by 30 seconds. Applied unbroken attention and a high degree of concentration for periods of three to six hours to create a family-friendly broadcast stream and maintain stakeholder confidence.

Farmington, New Mexico, United States

Planned job site visits, prepared and loaded tools and supplies, operated and navigated company van, and operated and maintained a variety of hand and power tools. Maintained and installed swap coolers, air conditioners, water heaters, and furnaces, dug trenches, snaked pipes, and constructed plumbing systems.

Bloomfield, New Mexico, United States

Recorded and relayed local and phone orders, prepared and cooked food, received shipments, stocked freezer, washed dishes, cleaned facilities, trained new employees, and supervised shop closing.

Aztec, New Mexico, United States

Operated box truck, supervised loading operations, stocked and organized warehouse, and supervised and trained temporary employees, and cashiered sales.

Aztec, New Mexico, United States

Operated a wide range of hand and power tools to execute precision demolition, deck preparation, and waste disposal. Laid tile and hardwood flooring and wall coverings.

Senior Leader'S Course, Leadership And Mass Communication Operations, 98%

Activities and Societies: Student 1st Sergeant, Graduation CoordinatorGraduated as Distinguished Honor Graduate, with the highest academic.

Advanced Leader'S Course, Leadership And Mass Communication Operations, 94%

Activities and Societies: Student Platoon Leader, Graduation CoordinatorGraduated on the Commandant's List with the second highest score.

Basic Leader'S Course, Leadership, 96%

Graduated on the Commandant's List with the third-highest score out of a class of 152 people. Nominated by my class to compete.

46S Basic Public Affairs Specialist Certification, Public Affairs/Photojournalism, 94%

Activities and Societies: 70+ Volunteer Hours Teaching New SoldiersGraduated course as Distinguished Honor Graduate with the highest score.

25B Information Technology Specialist Certification, Information Technology/Security/Networking, 98%

Activities and Societies: 1.Chosen as Squad Leader 2.Volunteered as Audio Engineer for Alpha/Echo Company Sexual Harassment/Assault.

Associate Of Arts (Aa), Motion Pictures And Television, 3.65 Gpa

Non-Linear Digital Video Editing, 4.0

Basic Combat Training

Graduated course as Soldier of the Cycle (Distinguished Honor Graduate)

Introduction To Redhat Enterprise Linux And Advanced Rhel Administration, 4.00 Gpa

Took intro to RHEL over the spring semester, and advanced RHEL administration over the fall semester. 4.00 GPA in both.