DIANA HEALDTECHNICAL WRITER

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#

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.

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.

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

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*.

*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>

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

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SkyLine

Writing Style Guide

SkyLine Corporation, Inc.

February 10, 2013

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.

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

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.

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.

Use of Trademarks and Copyrights

Copyright© 2013 by SkyLine Corporation, Inc., dba SkyLine. All rights reserved. The

information disclosed is proprietary information owned by SkyLine Corporation, Inc., dba

SkyLine.

Published: February 10, 2013

Updated: February 10, 2013

Trademarks. All trademarks in this document are held by their respective owners of the

SkyLine Corporation, Inc.

Sample Document

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

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.

2. Bring the cursor down to click Save As.

The Save As window will appear as indicated in Figure 2*.

*Refer to Figure 2 for the remaining steps.

Figure 2

3. Click on Computer.

Located on the left hand side of the Save As window.

4. Search on the right hand side of the Save As window for Devices with Removable Storage (also called Removable Disk).

5. Double-click on the USB memory device.

6. In the File name box, type a name for the document.

7. Below the File name box select File Name Type as Word Document.

8. Click Save.

<END>

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.

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

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.

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/

Diana HealdF o l s o m , C A 9 5 6 3 0

d l h e a l d @ g m a i l . c o m

TECHNICAL PROFICIENCIES:

Adobe Acrobat Reader 9Adobe Illustrator CS 5.1Alice 2.0 3D Virtual EnvironmentsARS Remedy v.4.5.1BroadVision 8.0Clarify CRM 6D&B Global Reference Solution (GRS) Final Draft 7HP Quality Center 10HTMLIBM Homepage Reader v.3InfoView BIIBM Cognos 8IBM Initiate Inspector 9.2.0.159Intel CIM Hub Integration ManagerIntel CDMSIntel EAMIntel IDMS v.3.0.2Intel LAN Desk Mgmt 6.0Java Apps LiveMeeting 2007MicroStrategy BI 9MS Front Page 2007MS Office 2010Netware 1998NetASP 1998Oracle Financials 6.11SAP CRMSAP Business Objects XI 3.1SharePoint 2010SQLVisio 2010WebEx 3.0WordPress.com Web BuilderWindows 7Wix.com Web Builder

CAREER HIGHLIGHTS:

Administrative Qualifications:

Responsible for the daily processing of campus event requests into Excel spreadsheets and archived into the 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 departmental support 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 international employees using the following systems: Access, Oracle Financials and SharePoint. (Openwave).

Managed contract licensing software management data updates into the 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 SQL queries. Participated in departmental meetings using LiveMeeting. (Intel).

Performed WAN and LAN Network Support Monitoring using HP OpenView, Intel LAN 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 internal the Intel call 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. (Juniper Networks).

Assisted Project Manager in performing database updates in Access, Excel and MS Project and provided departmental support for a department of over 200 contract employees. (Cisco Systems).

Project Management and Coordination Qualifications:

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 residential Internet services sales distribution. Managed client retention database and asset

recovery using Excel and SharePoint Also implemented policies and procedures. (OneMain.com).

Technical Writing Qualifications:

Responsible for the creation and maintenance of internal departmental instructional 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 desk level procedural documentation through interdepartmental information 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 graphic artists, 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-PresentTechnical Writer, Blue Shield of California El Dorado Hills, California 2011-2012Business Analyst, Intel Folsom, California 2010-2011Documentation Specialist, Juniper Networks Sunnyvale, CA 2007-2008Software Licensing Analyst, Symantec Mountain View, CA 2007Project Coordinator, Genentech South San Francisco, CA 2007Project Management Coordinator, Cisco Systems San Jose, CA 2006Administrative Support, Stanford University Palo Alto, CA 2006Telecommunications Billing Analyst, Openwave Redwood City, CA 2006Assistant Technical Writer, IBM South San Jose, CA 2004-2006Web Content Support/Copy Writer, HPShopping.com Santa Clara, CA 2004Web Content Production Assistant, LSI Logic Milpitas, CA 2003-2004Project Coordinator, Genentech South San Francisco, CA 2003Technical Coordinator, Cisco Systems San Jose, CA 2003Technical Communications Specialist, Verizon Wireless Rancho Cordova, CA 2001-2003Receptionist, Allstate Insurance Legal Counsel Sacramento, CA 2001Web Content Publishing Assistant, Intel Folsom, CA 2000Project Manager, OneMain.com Rocklin, CA 2000Technical Writer, Jr., Intel Folsom, CA 1999-2000Network Operations Analyst, CalFed Bank West Sacramento, CA 1999Network Operations Analyst, HealthNet Gold River, CA 1997-1999Account Security Analyst, Intel Folsom, CA 1996-1997Customer Service Representative, MCI Sacramento, CA 1991-1996EDUCATION:

Bachelor of Arts

Information Technology: Game Design & Development: Interactive Storytelling & Supporting Arts

Minor in Communications Media.Southern New Hampshire University (online)Manchester, New HampshireCurrently attending; projected graduation date: 2014.

Associate of ArtsEnglish Languages & Literature Sacramento City College. Los Rios Community College District.Sacramento, CaliforniaGraduated: 1990.

CERTIFICATIONS:

Novell AdminSupporting Microsoft Windows NT 4.0New Horizons Learning Center, 1998Sacramento, California

Microsoft Official Curriculum CourseMS Windows NT 4.0; Certificate of ExcellenceNew Horizons Learning Center, 1998Gold River, California

ACHIEVEMENTS:

President’s List Award Top 100 Students; SNHU Academic ExcellenceManchester, NH. President’s List of Academic Achievement; Fall 2012

Verizon Wireless Award Excellence in sales & service Rancho Cordova, CA 2001-2002

Intel Recognition Award 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 CaliforniaOroville, CA 1990

SOCIAL NETWORKING & WEB PRESENCE:

Blog: http://didi3360.wordpress.com/Facebook: https://www.facebook.com/#!/dheald3360LinkedIn: http://www.linkedin.com/in/dhealdPandora: http://www.pandora.com/#!/profile/dlhealdPinterest: https://pinterest.com/didi3360Tumblr: http://www.tumblr.com/blog/didi3360Twitter: https://twitter.com/#!/didi3360YouTube: http://www.youtube.com/user/didihealdWeb Portfolio: http://dlheald.wix.com/cross-paw-creations