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