Training Ops & Enablement

Proofpoint Salesforce Case Queue Management | 800+ Closed Cases

Closed 800+ Salesforce cases within 1 year at Proofpoint

Managed the training request case queue along with support cases for Proofpoint Technical Training Operations. Requests ranging from training delivery requests, training platform access, training inquiries, private class scheduling, troubleshooting support, and more.

Proofpoint's Technical Training Platform Rebrand

Previously known as "Level UP" to Cybersecurity Academy

I collabrated with the Senior Global Training Program Manager Jessica Thompson on the communication strategy for Proofpoint’s technical training platform rebrand from "Level Up" to "Cybersecurity Academy" that launched on June 28th, 2024. This involved writing clear messaging for 100k+ existing users consisting of Proofpoint customers, partners, and internal teams, detailing the new platform URL, registration instructions, branding changes, and the launch of our new certification offerings.

Using Adobe Learning Manager (ALM/LMS), I sent targeted email reminders to different user groups, ensuring smooth communication. Each email, sent from the training@proofpoint.com inbox, maintained brand voice and imagery to ensure a seamless transition for all users.

Read the Communications Sent Below:

Customer Communications

Partner Communications

Enablement Materials

Cybersecurity Academy FAQ Sheet

I created this FAQ sheet for Proofpoint employees, partners, and customers to explain the rebrand of Proofpoint’s technical training platform from Level Up to Cybersecurity Academy, including details on accessing the new site through the updated link.

It was shared on SharePoint, Seismic, Knowledgebase articles, and the Salesforce Community, and distributed to account managers to provide to their customers as needed.

Proofpoint Cybersecurity Academy FAQ.pdf

Certiverse Employee Exam Guide

Infosheet I created outlining the steps for employees to request exam vouchers for the Proofpoint Information Protection Analyst & People Protection Analyst exams, which are taken through Certiverse.

Proofpoint Certified Guardians - Employee Exam Guide 2.pdf

Assisted in rebranding & updating the:

Technical Training Course Catalog (2024)
Instructor-Led & Web-Based Course Datasheets
CPEs for lSC2 Certifications Datasheet

The training catalog and course datasheets provide information on Proofpoint's offerings for instructor-led live training (ILT) and web-based training available on Proofpoint Cybersecurity Academy.

Course Datasheets

ITM SaaS Training Package Datasheet - 2024.pdf

Proofpoint Enterprise DLP Training.pdf

Proofpoint Supervision for Admins Datasheet - 2024.pdf

Proofpoint CASB DLP Datasheet.pdf

Proofpoint Threat Protection Level 2 Datasheet.pdf

Proofpoint Supervision for Reviewer Datasheet - 2024.pdf

Proofpoint Email DLP Training.pdf

Proofpoint Discover for Users Datasheet - 2024.pdf

Processes Guides & SOPS (Documented via Scribe)

Created clear, user-friendly Scribe guides for workflows, SOPs, client resources, and technical troubleshooting.

These documents streamlined processes, reduced confusion, and increased team productivity by 15%!

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Cybersecurity Academy Website Redesign

Partnered with Proofpoint’s web and marketing teams to redesign Cybersecurity Academy’s training webpages. The project condensed multiple pages into a uniform layout, spotlighted new certifications, and tied into Proofpoint Protect 2024. I authored and edited copy, ensured consistency across the site, and proposed UX improvements such as a direct login CTA for faster access. This redesign boosted visibility of training offerings, certification tracks, and events, while enhancing the user experience.

Key Contributions

Consolidation of Web Pages

Condensed numerous webpages into a single, user-friendly format with clear navigation for training and certifications.

User Experience Enhancements

Pitched and implemented a direct login CTA from the Proofpoint homepage.
Suggested layout optimizations for easier navigation and improved visibility of offerings.

Collaboration with Web Design Team

Worked closely with designers and developers to balance branding with functionality.
Ensured visual appeal while maintaining consistency with Proofpoint’s UX standards.

Copywriting & Content Development

Authored and edited copy for:
- Overview of technical training platforms
- Instructor-led and web-based training programs
- Certification tracks: Information Protection Analyst & People Protect Analyst
- Proofpoint Protect 2024 event details

View Live Cybersecurity Academy Website

Proofpoint on LinkedIn: #proofpointprotectAt #ProofpointProtect Austin, a group of cybersecurity practitioners expanded their information protection and people protection skill set by enrolling in our…

Proofpoint Cybersecurity Leadership Certification (CLC) Program Support

Supported 10+ certification offerings as part of the Cybersecurity Leadership Certification program. Supported webinars for over 10,000 global attendees by providing virtual event support, answering FAQs, and troubleshooting issues across multiple regions. My efforts helped ensure seamless event execution and improved attendee experience across global webinars.

Cybersecurity Leadership Certification | Proofpoint USProofpoint Certified Email Authentication Specialist Fridays on March 8th, 15th & 22nd | 10-11 am PT | 1-2 pm ET Email has become an essential form of business…

People Protection Analyst Certification 2024

Information Protection Analyst Certification 2024

Proofpoint Technical Training Catalog Update (2024)

Assisted in updating, designing, and publishing the 2024 Proofpoint Technical Training Catalog, showcasing advanced and web-based training offerings available on Cybersecurity Academy.

LMS Administration & System Migration (Adobe Learning Manager)

At Proofpoint, I served as an LMS administrator during the company’s migration from Skilljar to Adobe Learning Manager. I supported thousands of learners globally by managing course enrollments, troubleshooting technical issues, and maintaining the accuracy of training data. Beyond daily administration, I played an active role in the system migration — helping configure courses in Adobe, testing functionality, and assisting colleagues in adapting to the new platform. My contributions ensured a smooth transition and continuity of training during a complex system change.

Key Contributions

Platform Administration

Managed user accounts, course creation, and enrollments in Adobe Learning Manager.
Handled training support cases through Salesforce, becoming the go-to point of contact for learners and colleagues.

System Migration

Assisted in the transition from Skilljar to Adobe Learning Manager.
Rebuilt and tested courses to ensure functionality in the new LMS.
Identified and resolved discrepancies during data migration.

Troubleshooting & Support

Resolved technical issues such as login errors, access problems, and broken course links.
Collaborated with Adobe support teams and internal IT to escalate and fix platform-wide issues.

Process & Documentation

Created knowledge base articles and internal guides for team members navigating the new LMS.
Documented best practices to reduce repeated questions and improve operational efficiency.

Automatic System Email Templates

Designed and set up automated email templates in Adobe Learning Manager to keep users informed and engaged. From enrollment confirmations to training reminders, these emails helped streamline communication and improve the learning experience.

Supported LMS Course Management & Enrollment Requests for ILT

Helped maintain courses & create course descriptions

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