Tom Dunlap Email & Phone Number

New York, Ny, Us

I lead, develop, and grow a team of technical Solutions Engineers, Solutions Managers, and Support Engineers responsible for providing exceptional experiences throughout the entire client journey for Taboola’s enterprise publishers in the US and LATAM regions, accounting for ~$500MM in annual revenue. My team works directly with our most complex and demanding customers, providing technical consultation and hands-on implementation to successfully launch Taboola's products, as well as post-launch maintenance and break/fix support. Since I took on this role, my team has consistently met or exceeded our quarterly KPI targets, all while taking a proactive approach with our partners in the Sales organization to find new ways to engage and delight our customers.Additionally, I lead the efforts of the Operations at Scale team, an agile development team responsible for building internal tools to create operational efficiency within the Professional Services organization. We’re eliminating hundreds of hours of work per month through automation and the simplification of complex technical processes that enable our teams to run lean and focus on what matters most for the growth of our business.

New York, Ny, Us

New York, Ny, Us

Following a reorganization in the Professional Services department, I took on this new role tasked with building a team of technical Solutions Engineers and Solutions Managers to exclusively own all pre-sales engineering and product implementation for US and LATAM enterprise publishers.In addition to hiring and growing this new team, I worked closely with global leadership to define our service experience - implementing changes; building new processes; establishing and communicating service metrics/KPIs; monitoring and analyzing results.

New York, Ny, Us

I led the team of Solutions Managers responsible for providing technical account and project management for our biggest enterprise publishers in the US and LATAM regions.

New York, Ny, Us

I relocated to Taboola’s EMEA headquarters to serve as the first member of the Professional Services organization, providing dedicated technical solutions management for the growing EMEA business.Recognized as Top Solutions Manager in the company for the second year in a row (2016)

New York, Ny, Us

As a technical solutions manager, I worked with our enterprise customers to successfully implement and launch Taboola's content discovery products via JavaScript and API.I provided technical expertise in project management and solutions engineering for the Sales and Account Management teams in support of new and existing business, including analyzing and investigating performance data to optimize publisher performance/revenue. I also was the first line of triage for any enterprise customer issues with our products, resolving issues when possible on my own, or escalating within the Support organization as necessary.In this role, I collaborated with our internal Product teams to maintain on-going expertise of platform capabilities and to successfully manage the rollout of new features for our customers.Recognized as Top Solutions Manager in the company (2015)

North Hollywood, Ca, Us

I led the Client Services department, which includes the Customer Support and Managed Services teams, with direct supervision of remote teams located in East and West coast offices.The Customer Support team is responsible for providing direct technical support to customers of our cloud-based webcasting and enterprise video portal software, as well as all on-boarding processes for new accounts. The Services team uses our webcasting platform to produce live and on-demand webcasts for customers in addition to providing event services for customers using the software in a self-service capacity.I implemented a client-facing customer support system (and knowledge base) via Zendesk to manage and process customer support requests, as well as provide detailed metrics on usage. By implementing this system we improved support response and resolution time, and overall customer satisfaction.

North Hollywood, Ca, Us

I managed and supported clients in full life cycle production of live and on-demand webcasts using MediaPlatform WebCaster software - creating events, building webcast pages, controlling the webcast producer interface, quality assurance, coordination of all webcast-related technical details with service providers, live event production and encoding, and post-event archiving and editing.I also provided consultation with customers to evaluate and execute professional services work for webcasts, including creation of custom webcast layouts and page interactivity using proprietary page creation software, HTML, JavaScript, and CSS.I developed user documentation including guides, best practices, and FAQ for product knowledge base, and delivered application training to new customers as part of the onboarding experience.Frequently engaged with the Technical Support and Engineering teams to resolve issues requiring special product expertise. Served as product expert for Sales engagements.

Downey, Ca, Us

- Planned, directed, and managed the activities and projects of the Video and Web Conferencing Services Unit in support of services or consultation for LACOE and educational agencies throughout California. - Served as project manager for all webcasts, webinars, and video conferences, working directly with clients in scheduling, coordination, and execution of productions. - Increased the use of video/web conferencing services across the agency by 250%, resulting in a yearly cost-savings of approximately $300,000.- Produced a series of interactive webinars via Adobe Connect Pro, available live and on-demand, featuring remote presenters, screen sharing, audience polling and Q&A.- Developed and implemented a program for K-12 schools in LA County to use desktop-based videoconferencing solutions for connecting to remote content providers, such as museums and zoos from around the world, to enhance students' learning experience.

Downey, Ca, Us

- Coordinated and managed projects for the Video Production department. Managed the production schedules for in-house studios. - Responsible for planning, budgeting, scheduling, and final distribution of all video projects. - Produced and wrote 30-minute program for broadcast TV entitled "Youth At Risk", discussing the gang problem in Los Angeles County and what educators and parents can do to help kids stay out of gangs.- Developed relationships with vendors and initiated requisitions for purchasing and contracts for service.

Downey, Ca, Us

- Assisted video production team with production of videos and multimedia projects, serving in a number of positions including camera, audio mixer, teleprompter, switcher, and lighting. - Updated departmental website using in-house Content Management System, HTML, CSS.- Maintained and updated internal project databases and media libraries.

- Provided managerial, administrative, and facilitation support to the entire cast, crew, and production personnel working on-set. - Prioritized heavy workloads and quickly resolved coordination conflicts. - Completed daily production paperwork, including production reports, SAG contracts, call sheets, and SAG and non-union background actors’ paperwork.- One-hour Drama: "CSI: NY", "Crossing Jordan"- Multicamera: "Freddie"IMDB profile: http://www.imdb.com/name/nm2034071/