1. DIANA HEALD
TECHNICALWRITER
About Me
I am a working technical writer of procedural guides and job aids who is seeking
contract to hire or permanent, full time employment opportunities at this time,
preferably in my field of study.
I am currently in my senior year studying for a BA degree in IT Game Design &
Development Interactive Storytelling in interactive supporting arts with a minor in
Multimedia Communications at SNHU Online, with a projected graduation date of mid-
2014.
I believe that I would be the perfect candidate for an apprenticeship or paid internship
while concurrently studying for my degree because, I am currently completing a senior
level technical writing class for writing for the computer industry and an entry level
game theory class. I also recently completed an ‘Object Oriented 3D Virtual
Environments’ (non-coding) programming course and a beginning (non-coding) Java
code class last term where I was also created my first game towards my portfolio.
I’ve also successfully completed an IT class with an emphasis in HTML as well as, a
communications design class learning Adobe Illustrator and created my first online
graphics portfolio @: http://dlheald.wix.com/cross-paw-creations# I have also
completed a social media course learning all Web-based social media platforms
including, creating my first blog site (http://didi3360.wordpress.com/), and learning
about microblogging and podcasts.
I will be available for employment opportunities beginning Monday, March 4th, 2013, in
the following areas of expertise: Technical writing, Level I, data analysis, social media
content support, Web content support, multimedia support, project coordination or
communications support. My current course load includes Technical Writing course and
an Electronic and Print Media Graphics class.
I am also open to possible relocation opportunities, in addition to the Sacramento, CA
area. Possible locations for relocation include: Irvine, CA; Los Angeles, CA, Orange
County, CA; Portland, OR; San Francisco Bay Area, CA; Seattle, WA.
dlheald@gmail.com|Phone:916.390.8528
http://didi3360.wordpress.com/
http://dlheald.wix.com/cross-paw-creations#
2. Technical Procedural Document
Microsoft Word® (2007):
Microsoft Word® (MS Word®) is one of the most widely used word processing applications used
for creating professional documents. There are several file formats that are supported by MS
Word®. Saving a Word® document in RTF or Rich Text Format (.rtf) file format helps to prevent
the spread of viruses from macros, by denying appendage access. This process converts the
format into instructions that other programs can read and interpret. Review the following process
for saving a file in .rtf format.
Saving in Rich Text Format (.rtf) File Format in Microsoft Word® (2007):
1. Open document in Word® by clicking on the ‘Office’ button in the top left corner.
2. Highlight ‘Save As’. Figure 1.
Figure 1.
3. ‘Save As’ dialogue box appears.
3. 4. From ‘Save in’ pull-down list, navigate to desired save location.
5. In ‘File name’ text box, type desired filename.
6. Document name will appear in the field.
7. Select ‘Save as type’.
8. From the ‘Save as type’ pull-down list, Scroll down to select Rich Text Format (.rtf).
9. Click ‘Save’.
10. Document is saved as RTF (.rtf) file format. Figure 2.
Figure 2.
4. References:
Read Me First! A Style Guide for the Computer Industry. 3rd Edition. (2009).
Sun Technical Publications. Sun Microsystems.
Chapter 3: Writing Style. Common Writing Problems to Avoid.
Anthropomorphisms; pp. 105-107.
Microsoft.com. (2013).
Open and save files in formats supported by MS Word®.
http://office.microsoft.com/en-us/word-help/open-and-save-files-in-formats-supported-by-word-
HP005186073.aspx
Microsoft.com (2013).
What's new in Microsoft Office Word® 2007.
http://office.microsoft.com/en-us/word-help/what-s-new-in-microsoft-office-word-2007-
HA010074224.aspx
5. Audience Procedural Document
The audience demographic chosen for this process are of middle class status and where English
is their native language. They are moderately educated, yet minimally experienced computer
users who are over the age of 50 and who are learning basic PC functions for reasons of
personal interest.
Save a MS Word® Document to a USB Memory Device on a Laptop Computer
Below are easy to use instructions on how to save a document to a USB memory device on a
laptop computer.
1. Insert the memory device into a USB port. (USB ports are usually located on the side of a
laptop). The port should look similar to Figure 1:
Figure 1
2. Click the File tab of the open Word® document, located in the top left corner of the open
file in Word®.
A vertical list will appear along the side of the window.
3. Bring the cursor down to click Save As.
The Save As window will appear as indicated in Figure 2*.
6. *Refer to Figure 2 for the remaining steps.
Figure 2.
4. Click on Computer.
Located on the left hand side of the Save As window.
5. Search on the right hand side of the Save As window for Devices with Removable
Storage (also called Removable Disk).
6. Double-click on the USB memory device.
7. In the File name box, type a name for the document.
8. Below the File name box select File Name Type as Word Document.
9. Click Save.
<END>
7. References:
Read Me First! A Style Guide for the Computer Industry. 3rd Edition. (2009).
Sun Technical Publications. Sun Microsystems®.
Chapter 4-Structuring Information; pp.113-119. Chapter 5-Online Writing Style; pp. 121-126.
Microsoft.com. (2013). Save a document on a USB memory device.
http://office.microsoft.com/en-us/word-help/save-a-document-in-word-
HA010074256.aspx#_Toc278198546
10. Preface
Overview
This section provides the writing guidelines for print and electronic publications at SkyLine
Corporation.
Writing Policy
This style guide was designed for internal departmental use for all SkyLine employees to be used
for all internal and external company correspondence and communications. Company
correspondence that is not in compliance with this style guide is restricted from publication
without the expressed permission of the SkyLine Corporation.
Approved by the SkyLine Corporation on February 10, 2013.
Logo approved on February 10, 2013.
11. Table of Contents
Preface……………………………………………………………………………………………3
General Elements of Style and Formatting………………………………………………………5
Document structure……………………………………………………………………………….5
English usage and grammar………………………………………………………………………5
Headings………………………………………………………………………………………….5
Layout…………………………………………………………………………………………….6
Numbering………………………………………………………………………………………..6
Punctuation using graphics……………………………………………………………………….6
Use of Trademarks and Copyright……………………………………………………………….7
Sample Document………………………………………………………………………………..8
12. General Elements of Style and Formatting
This document provides a reference for style and formatting.
Document Structure
It is Skyline’s intent to reflect the organization of document elements. The document structure is
formatted to be used as an authoring tool.
The heading level structure of the Word source document provides organization. Therefore the
following must be abided by:
No gaps in heading hierarchy; no jumping between Headings.
The hierarchy structure must represent the heading levels used.
English Usage and Grammar
Correct usage of plain Standard English usage and grammar to be abided by, no use of slang
terminology.
Write in full sentences.
Use the active voice.
Use present tense.
Use appropriate titles and names.
Headings
The heading level structure of the Word source document provides organization. Therefore the
following must be abided by:
No gaps in heading hierarchy; no jumping between Headings.
Only one instance of Headings of Word to be used per document.
The hierarchy structure must represent the heading levels used.
13. General Elements of Style and Formatting
Layout
Company templates should be used for maintaining an appropriate document layout and design.
Layout must provide for space for optimal readability.
Numbering
Numbered lists should be formatted using Word as needed. Instructions introduced in a step-by-
step manner should be numbered. Documentation not ordered, should be bulleted.
Punctuation using Graphics
Top right and bottom left of the page is to be used for graphical elements such as graphics,
flowcharts, diagrams and screenshots. These elements should be used consistently to punctuate
the text and allow for ease of visual comprehension.
15. Sample Document
Save a MS Word Document to a USB Memory Device on a Laptop Computer
Below are easy to use instructions on howto save a document to a USB memory device on a laptopcomputer.
1. Insert the memorydevice intoa USB port.(USB ports are usually locatedonthe side of a laptop).The port shouldlooksimilar to
Figure 1:
Figure 1
Click the File tabof the openWorddocument,locatedin the topleft corner ofthe openfile in Word.
A vertical list will appearalongthe side of the window.
2. Bringthe cursor down to click Save As.
The Save As windowwill appear as indicatedin Figure 2*.
*Refer to Figure 2 for the remainingsteps.
Figure 2
3. Click on Computer.
Locatedon theleft handside of the Save As window.
4. Search on the right handside of theSave As windowfor Devices with Removable Storage (also calledRemovableDisk).
5. Double-click on the USB memory device.
6. In the File name box, type a name forthe document.
7. Below the File name boxselect File NameType as Word Document.
8. Click Save.
<END>
16. References:
Read Me First! A Style Guide for the Computer Industry. 3rd Edition. (2009).
Sun Technical Publications. Sun Microsystems®.
Chapter 14-Documenting Graphical User Interfaces; pp.265-274.
Chapter 16-Using Wikis for Documentation; pp. 287-292.
17. Global Audience
The audience demographic selected for this process is when there is an absence of English in the
primary native language. This document has been modified to accommodate local natural
language translations, for minimally experienced computer users who are learning basic PC
skills.
Save a MS Word® Document to a USB Memory Device on a Laptop Computer
Below are easy instructions to save a document to a USB memory device on a laptop computer.
9. Insert the memory device into the USB port. Figure 1.
Figure 1
10. USB ports are located on the side a laptop and will look like this. Figure 2.
Figure 2
18. 1. Click the File tab located at the top window corner to open the Word® document. Figure
3.
Figure 3
A vertical list will appear on the side of the window, select Open.
2. Bring the cursor to select the file and click Save As.
The Save As window will appear. Figure 4.
Figure 4
3. Click on Computer on the side of the Save As window.
4. Search for the document in the Save As window. Figure 5.
Figure 5
5. Double-click on the USB memory device, to select Removable Disk (E:).
In the File name box, type the name of document.
Below the File name box, select Word® Document.
6. Click Save. Figure 6.
Figure 6
7. Task Complete.
19. References:
Read Me First! A Style Guide for the Computer Industry. 3rd Edition. (2009).
Sun Technical Publications. Sun Microsystems®.
Chapter 8-Structuring Information; pp.165-180.
Microsoft.com. (2013). Save a document on a USB memory device.
http://office.microsoft.com/en-us/word-help/save-a-document-in-word-
HA010074256.aspx#_Toc278198546
WikiHow images. (2013).
http://www.wikihow.com/images/
20. Diana Heald
Folsom, CA 95630
dlheald@gmail .com
TECHNICAL PROFICIENCIES:
Adobe Acrobat Reader 9
Adobe Illustrator CS 5.1
Alice 2.0 3D Virtual Environments
ARS Remedy v.4.5.1
BroadVision 8.0
Clarify CRM 6
D&B Global Reference Solution
(GRS)
Final Draft 7
HP Quality Center 10
HTML
IBM Homepage Reader v.3
InfoView BI
IBM Cognos 8
IBM Initiate Inspector 9.2.0.159
IntelCIM Hub Integration
Manager
IntelCDMS
IntelEAM
IntelIDMS v.3.0.2
IntelLAN Desk Mgmt 6.0
Java Apps
LiveMeeting 2007
MicroStrategy BI 9
MS Front Page 2007
MS Office 2010
Netware 1998
NetASP 1998
Oracle Financials 6.11
SAP CRM
SAP Business Objects XI 3.1
SharePoint 2010
SQL
Visio 2010
WebEx 3.0
WordPress.com Web Builder
Windows 7
Wix.com Web Builder
21. CAREER HIGHLIGHTS:
Administrative Qualifications:
Responsible for the daily processing of campus event requests into Excel spreadsheets and archived intothe
university database. (Stanford).
Prepared weekly payroll for 200 contract employees (Stanford).
Assisted the Project Manager in performing database updates,management of projects using MS Project and
provided departmentalsupport for a department of 200 employees. (Cisco).
Recorded daily meeting minutes using MS Word, created Visio process flow charts and organized departmental
updates into the company’s Live Link database and also created Visio and PowerPoint presentations.
(Genentech).
Analyst Qualifications:
Mid-level Data Analyst responsible for analyzing customer data to resolve tasks, fix data anomalies and to merge
duplicate records. Performed research using various sources to draw subjective conclusions. Manipulated data
and was responsible for joining tables, deleting and updating data using IBM Initiate Inspector. (Intel).
Billing analyst assisted with vendor selection and negotiations with an emphasis in internal asset recovery for
both domestic and internationalemployees using the following systems: Access, Oracle Financials and
SharePoint. (Openwave).
Managed contract licensing software management data updates intothe company’s ERP system and SAP.
(Symantec).
Provided database and data analysis support using Clarify CRM and proactively updated proprietary databases
and SharePoint for clean-up in the call center data systems division. (Juniper Networks).
Validated SOX audit reporting using EAM, CDMS and IDMS systems and SharePoint.Analyzed reports for audits
using IBM BI Cognos, HP Quality Center and MicroStrategy. Assisted the senior business analyst using
predefined SQLqueries.Participated in departmentalmeetings using LiveMeeting. (Intel).
Performed WAN and LAN Network Support Monitoring using HP OpenView, IntelLAN Desk, Net Admin,
Netware, NetASP and Cisco router, hub and server monitoring and maintenance.Executed and coordinated
requirements management and change management processes. (HealthNet and CalFed).
Maintained the account integrity and security of employee accounts rights and permissions using Excel. (Intel).
Customer Service & Call Center Support Qualifications:
Provided technical customer support within the call center for nationwide cellular service provider using the
ARS Remedy ticketing system. (Verizon Wireless).
Processed payments and transactions using the ARS Remedy ticketing system. Negotiated credits and educated
customers with billing and technical related issues. (MCI).
Supported &updated the Intranet documentation library utilized by internalthe Intelcall center. (Intel).
Database Qualifications:
Provided database support and proactively updated the following databases Access and Oracle as well as,
SharePoint for clean-up in the call center data systems division. (JuniperNetworks).
Assisted Project Manager in performing database updates in Access, Excel and MS Project and provided
departmentalsupport for a department of over 200 contract employees. (Cisco Systems).
ProjectManagement and Coordination Qualifications:
22. Assisted Project Manager with hardware provisioning, distribution and PC refresh using Excel. (Genentech).
Documented and notified clients of hardware deliveries and dispatched technicians. (Cisco).
Responsible for residentialInternet services sales distribution. Managed client retention database and asset
recovery using Excel and SharePoint Also implemented policies and procedures. (OneMain.com).
Technical WritingQualifications:
Responsible for the creation and maintenance of internal departmentalinstructional job aids and user guides.
(Intel).
Involved in the creation and publishing process for print and digital user guides using Broadvision, IBM
Homepage Reader and Xyvision. (IBM).
Created desklevel proceduraldocumentation through interdepartmentalinformation process gathering
through subject matter experts.Interpreted Visio and ProVision process flow charts. (Blue Shield).
Captured daily BRD meeting minutes for the Facets migration project review sessions. (Blue Shield).
Responsible for calling out risks for the purpose of capturing and editing documentation in accordance with the
JAD (Joint Application Design) process. (Blue Shield).
Participated in Documentum training. (Blue Shield).
Assisted with the global WAN inventory for the Intel Y2K project. Experience working with Web applications.
(Intel).
Web Content Production& Support Qualifications:
Maintained static and dynamic HTML Web pages using the CMS content management system.(LSI Logic)
Supported the Web development production team with creating an on-line retail catalog. Assisted with staging
the HTML Web edits and conducted quality control inventory using HP Quality Center and MS Front Page. Also
wrote advertising copy and supported graphicartists, photographers and content editors. (HPShopping.com).
Supported &updated the Intranet documentation library utilized by the internal call center. (Intel).
WORK HISTORY:
Data Analyst/Technical Writer,Intel Folsom, California 2012-Present
Technical Writer, Blue Shield of California El Dorado Hills, California 2011-2012
Business Analyst, Intel Folsom, California 2010-2011
Documentation Specialist, Juniper Networks Sunnyvale, CA 2007-2008
Software LicensingAnalyst, Symantec Mountain View, CA 2007
ProjectCoordinator, Genentech South San Francisco, CA 2007
ProjectManagement Coordinator, Cisco Systems San Jose, CA 2006
Administrative Support, Stanford University Palo Alto, CA 2006
Telecommunications BillingAnalyst, Openwave Redwood City, CA 2006
AssistantTechnical Writer, IBM South San Jose,CA 2004-2006
Web Content Support/Copy Writer, HPShopping.com Santa Clara, CA 2004
Web Content ProductionAssistant, LSI Logic Milpitas, CA 2003-2004
ProjectCoordinator, Genentech South San Francisco, CA 2003
Technical Coordinator, Cisco Systems San Jose, CA 2003
Technical Communications Specialist, Verizon Wireless Rancho Cordova, CA 2001-2003
Receptionist, Allstate Insurance Legal Counsel Sacramento, CA 2001
Web Content PublishingAssistant, Intel Folsom, CA 2000
ProjectManager, OneMain.com Rocklin, CA 2000
Technical Writer, Jr., Intel Folsom, CA 1999-2000
Network Operations Analyst, CalFed Bank West Sacramento, CA 1999
Network Operations Analyst, HealthNet Gold River, CA 1997-1999
AccountSecurity Analyst, Intel Folsom, CA 1996-1997
Customer Service Representative, MCI Sacramento, CA 1991-1996
EDUCATION:
Bachelor of Arts
23. Information Technology: Game Design & Development: Interactive Storytelling & Supporting
Arts
Minor in Communications Media.
Southern New Hampshire University (online)
Manchester,New Hampshire
Currently attending; projected graduation date: 2014.
Associateof Arts
English Languages & Literature
Sacramento City College. Los Rios Community College District.
Sacramento, California
Graduated: 1990.
CERTIFICATIONS:
Novell Admin
Supporting Microsoft Windows NT 4.0
New Horizons Learning Center,1998
Sacramento, California
MicrosoftOfficial Curriculum Course
MS Windows NT 4.0; Certificate of Excellence
New Horizons Learning Center,1998
Gold River, California
ACHIEVEMENTS:
President’s ListAward Top 100 Students; SNHU Academic Excellence
Manchester,NH. President’s List of Academic Achievement; Fall 2012
VerizonWireless Award Excellence in sales & service
Rancho Cordova, CA 2001-2002
Intel RecognitionAward Excellence in service, productivity & quality
Folsom, CA 1999
MCI President's Club Quarterly excellence in sales & service
Sacramento, CA 1992-1996
Speech Forensics Award Northern California State Community College Competition
Broadcasting Category
Placed 3rd in Northern California
Oroville, CA 1990
SOCIAL NETWORKING & WEB PRESENCE:
Blog: http://didi3360.wordpress.com/
Facebook: https://www.facebook.com/#!/dheald3360
LinkedIn: http://www.linkedin.com/in/dheald
Pandora: http://www.pandora.com/#!/profile/dlheald
Pinterest: https://pinterest.com/didi3360
Tumblr: http://www.tumblr.com/blog/didi3360
Twitter: https://twitter.com/#!/didi3360
YouTube: http://www.youtube.com/user/didiheald
Web Portfolio: http://dlheald.wix.com/cross-paw-creations
