Heidi Hall

About Heidi Hall

h••••@me.com\"Making molehills out of mountains of information\"​ (SM)Located in Kamuela/Waimea, HIProfessional Summary:• Specialize in computer hardware and software products, cloud technologies, telecommunications, and disaster recovery.• Create a myriad of documentation, including procedural, reference, operational, field service, specifications, getting started guides, API, REST, programming, SDK, disaster recovery, compliance, technical briefs, SOPs, MOPs, and online help.• Expert at improving external documentation to promote your company\'s image and to increase customer satisfaction. Reduced one client\'s customer support calls for a product by 11%.• Highly organized and relish improving internal procedures and recording tribal knowledge to enhance operations. Reduced one client\'s documentation cycle by 30% by improving processes.• Co-founder of a writing club, and past VP and Secretary for a STC chapter.• Have held a Secret security clearance in the past, as well as a Position of Public Trust.Tools:• oXygen• Arbortext Editor• FrameMaker• Word/Excel/PowerPoint/Visio• Jira• Confluence• SharePoint• Photoshop• Paint Shop Pro• SDL and a proprietary CCMS• Proprietary CMS• Subversion & ClearCase for UCM• DITA, XML, HTML, SGML• SDLC, Agile environment, Scrum, ISO 9001, & SOXSkills:• Adaptable, flexible, and play well with others.• Ability to work independently with little supervision and to work collaboratively within a team. • Quick learner who provides value in a short time frame.• Extensive experience in meeting audience needs, especially converting technical to non-technical matter using simple, concise, and translatable language.• Strong knowledge of technical writing fundamentals, including structured authoring and creating conceptual, reference, and task-based content.• Highly organized, efficient multitasker who is detail oriented and skilled at prioritization to meet changing needs while maintaining technical accuracy.• Optimistic, let’s-get-it-done thinker who is not deterred by procedural hurdles, and can create contingency plans for meeting tight deadlines.• Research, organize, and acquire information from such sources as globally dispersed subject-matter experts, specifications, reference materials, and hands-on usability testing.• Conform with departmental writing standards to maintain a consistent voice and style, and to promote continuity while meeting corporate policies and applicable regulations.• Create and maintain templates, plans, schedules, and status reports. Communicate risks to stakeholders.

Experience

1. IT Technical Writer

   County of Maui

   Mar 2025 — Present

   Sole technical writer for the IT Services Division, which is responsible for IT systems and network operations for the County. Develop and maintain technical documentation, including IT policies, procedures, response plans, user manuals, installation guides, and systems documentation. Translate complex technical concepts into easily understandable content for various audiences. Full-time contractor through TEKsystems.

Education

• University of Hawaii at Manoa

  BA, English

Skills

• Technical Documentation
• Xml Authoring
• Friendly Demeanor
• Documentation
• Editing
• Problem Solving
• Public Relations
• Proofreading
• Framemaker
• Technical Communication
• Telecommunications
• Training
• Arbortext
• Online Help
• Team Leadership
• Technical Writing
• Html
• Hardware Documentation
• Content Management
• Proposal Writing
• Process Improvement
• Integration
• Easy to Work with
• Standards Development
• Trainer
• Software Documentation
• Project Management
• Structured Authoring
• Xml
• Manuals
• Agile Methodologies
• Management