Doug Lapoint Email & Phone Number

Used Confluence Cloud to create and update system admin documentation and release notes for a cloud-based application providing enhancement and automation to core Salesforce CRM functionality.

Organized, researched, wrote, and edited policies, procedures, and technical compliance specifications for ISO 27001, 27018, and 27701 certifications of a professional services company focused on Microsoft/Cisco. Designed and maintained an effective structure for organization of documentation with access and version control.

Created and updated IT operational process and procedure documentation related to IT controls to support SOC2 compliance requirements. Created SOP template for document consistency.

Oshkosh, Wisconsin Area

Shakopee, Minnesota

Prepared and maintained operation and service manuals, illustrated parts, and installation instructions for hardware end users and service personnel. Communicated with support, engineering, and training personnel to gather product and technical information, and to solicit reviews of documentation. Defined and coordinated illustration requirements, and used drawing and graphics tools to create and maintain illustrations and graphics.

Minneapolis, Minnesota

Analysis and consultation for document management using Google Drive and Atlassian Confluence Cloud platforms. Internal and customer-facing documentation for company providing virtual care service solutions to health care systems.

Mounds View, Minnesota

In support of a project to upgrade their self-service knowledge portal, worked with ServiceNow knowledge managers, content owners, and support center staff to increase the number of self-service knowledge articles, converting suitable internal support center articles to user-facing articles that are understandable by non-technical staff.

Bloomington, Minnesota

Provided analysis and consultation for Salesforce Knowledge article creation. Assisted in improving article content for the Commercial Customer Care technical assistance center.

Hopkins, Minnesota

Wrote and edited standard operating procedures (SOPs) using business process workflow documents and input from subject matter experts. Wrote support documentation for the development of training aids for HealthRules Payor and CareManager.

Eagan, Minnesota

Part of a documentation team that created and edited a comprehensive set of user documentation for the DataScope Select product, including deliverables focusing on GUI, API, and FTP environments. Collaborated with product managers, developers, and quality assurance to document product changes and enhancements in an Agile development environment. Published documentation to the Thomson Reuters Customer Zone support website for each release. Worked with data center, infrastructure, service, and product release managers to maintain the operations runbook and disaster recovery documentation.

Minneapolis, Minnesota

Part of a team of business consultants that aided in process development for loan remediation according to regulatory governance. Wrote and edited process documentation and provided consultation regarding document delivery. Developed templates and styles for procedure documents and job aids. Assisted project managers and business analysts with document creation and formatting. Reviewed writing of SMEs, editing for grammar, readability, consistency, and style. Developed equity calculation tool in Excel.

Bloomington, Minnesota

Part of a team of business transformation experts tasked with creating a common set of standards for Rels. Wrote and edited policies, processes and other documentation related to organizational compliance, risk, and governance. Developed templates for various types of documents. Reviewed work of authors and edited for grammar, readability, consistency, and style.

Plymouth, Minnesota

Created e-learning content for the online university and assisted faculty members with courseware development. Supported LMS/LCMS administration, design and development.

Bloomington, Minnesota

Edited credit risk policies for consistency, clarity, and style, working with authors, subject matter experts and project managers. Published policies and related documents to corporate intranet site.

Eagan, Minnesota

Worked in an Agile environment with product development, quality assurance, and documentation groups to design an interactive web-based Manufacturing Operations Management application. Aided in the editing and writing of web-based contextual help documentation.

Woodbury, Minnesota

Created online help and user reference manual for in-house and customer access web sites. Mapped out network/server systems overview and data flow diagrams for technical services department. Consulted with business analysts, program developers, and system support staff for research and verification of technical aspects of documentation.

St. Louis Park, Minnesota

Documented packaging and shipping procedures for audience of production line workers and handlers to ensure compliance with customer requirements. Analyzed documentation design requirements, established style standards, created a documentation inventory and control system, and implemented routing for approval process. Set up a documentation delivery system using electronic publishing programs to integrate documentation with the company's enterprise software system.

Greater Minneapolis-St. Paul Area

On-site and remote computer / network support and training in the Twin Cities area for Macintosh and Windows. Researched and analyzed software application capabilities and functionality and provided consulting services to support technicians.

Eden Prairie, Minnesota

In addition to network engineering, DHCP administration, and network support duties, I developed and maintained the Network Department's intranet website containing documentation of network management information used by the department, and first-level network troubleshooting information for use by the corporate help desk. Administered multi-level security access to this information.Was responsible for implementation of corporate remote access client, which included writing documentation for installation and usage by end users, and documentation used by corporate help desk to provide first-level support of the service. Implemented knowledge base components of call tracking software used by the help desk as knowledge base engineer for the help desk. Wrote and edited troubleshooting documentation and entered it into the system for use in keyword searches by help desk staff.

Minneapolis, Minnesota

Contract help desk computer support and systems admin for ADC Telecommunications.

Ventura, California

Second-level help desk support and point of contact for escalation. Wrote and edited troubleshooting documentation for Windows PC, Macintosh, and POS system used by first-level help desk and computer services specialists in Kinko’s locations across the United States and Canada.

Vadnais Heights, Minnesota

Edited, wrote, and illustrated ISO 9002-compliant technical documentation used to train and test machine operators on processes and test procedures. Researched for document content through observation and investigation of processes. Interviewed and conducted meetings between operators, trainers and engineers to reach consensus on process standardization.

Menomonie, Wisconsin

As Editor-in-Chief for two years, I was ultimately responsible for content of a 16- to 28-page campus weekly newspaper. Maintained working relationships with university and community officials. Duties included mentoring reporters, editors, and managers; hiring, training, and discipline; editorial writing.Previous positions as Operations Manager and Advertising Production Manager included implementing a Macintosh computer system for designing advertisements and newspaper production; training ad designers and production staff on the use of software.

Okinawa, Japan

Performed as a musician and sound technician in Okinawa, Guam, the Philippines, mainland Japan, South Korea and Australia. Honors: Navy Achievement Medal, Meritorious Mast, Good Conduct Medal, Sea Service Deployment Ribbon with two bronze stars, Sharpshooter service rifle marksmanship qualification, Honorable Discharge.

B.S., Business Administration, Publications Development, Journalism Minor

Activities and Societies: The Stoutonia

Mu "A" School, 5547/5548 - Musician, Sousaphone/Electric Bass

U.S. Armed Forces School of Music (Music Basic Course)