Corey Rollins

Produced technical training materials, sales enablement courses, and documentation for internal teams and 44,000+ global customers. Served as a trusted senior individual contributor on complex, high-impact security content with minimal oversight. Reduced support ticket volume by 12% and improved content discoverability by 25% through targeted documentation and training across the global customer base.

Designed and delivered SCORM-based onboarding content in Seismic LMS, reducing new hire ramp-up time by 20%.

Worked closely with subject matter experts to streamline review processes, increasing first-pass document approval rates by 20%.

Applied AI-assisted workflows using You.com and custom agents to increase content production efficiency, enabling greater focus on high-complexity security documentation. Collaborated with product, engineering, and sales stakeholders to maintain content accuracy across rapidly evolving security features and threat landscapes.

Led a monthly 7-day new hire onboarding program for the Service Delivery department, providing hands-on training across the full Mimecast platform to prepare Professional Services, Customer Success, and Support team members for client-facing work. Developed instructional content and video tutorials supporting users across a range of technical proficiency levels. Contributed to restructuring the Confluence knowledge base to improve information findability for internal teams.

Supported product launches by aligning training and documentation deliverables with established release cycles. Acted as liaison between engineering teams and end users, translating technical concepts into clear, practical guidance.

Led a team of six implementation specialists onboarding enterprise security customers while remaining a hands-on contributor for key accounts. Operated within a follow-the-sun support model alongside regional leaders to deliver a consistent global customer experience. Reported on and responded to retention and customer satisfaction metrics for the US customer base. Revamped customer onboarding documentation and processes, enabling clients to deploy solutions 15% faster.

Built and maintained a centralized implementation knowledge hub that reduced repetitive support inquiries by 20%. Collaborated with Sales, Product Engineering, Operations, and Product Management to convey customer requirements and align documentation with evolving product capabilities. Used analytics and customer feedback to identify documentation gaps and reduce friction in the customer journey.

Designed and maintained a Confluence-based documentation framework that helped new team members become productive 30% faster. Compiled and organized troubleshooting knowledge, reducing issue escalations by 12%.

Improved cross-team project handoff procedures, saving approximately 10 hours of administrative work per project. Standardized customer-facing communications and collaborated with QA and Development to document new security features for deployment and customer use.

Executed customer deployments of Mimecast's SaaS security platform. Investigated and reported security breaches and threats; identified and remediated virus, spam, and phishing outbreaks on client systems. Authored implementation guides that enabled 25% more customers to complete deployments independently.

Created how-to documentation that became some of the most-visited resources in the customer support portal. Delivered technical training sessions for enterprise customers, receiving 98% positive feedback. Documented security configuration standards adopted as reference materials across the organization.

Served as Tier One support contact for a global customer base, resolving technical issues via phone and email and contributing knowledge base content to improve team-wide efficiency. Identified recurring ticket patterns and contributed knowledge base articles that reduced resolution time by 15%.

Developed quick reference guides that reduced repeat customer inquiries by 12%. Documented system performance issues that informed three major product improvements.

Provided desktop and technical support in a healthcare environment. Installed and configured Windows systems on DELL hardware, performed TCP/IP and DNS troubleshooting, and managed requests through the Remedy Ticketing System.

Created Windows deployment guides used by IT teams across multiple healthcare facilities. Maintained a 98% on-time ticket closure rate while producing thorough technical documentation.

Installed, maintained, and operated a $300,000 Joint Incident Site Communications Capability (JISCC) satellite system. Configured Windows Server, Exchange, Active Directory, DNS, DHCP, and VMware ESX environments per Air Force regulations. Authored satellite system maintenance procedures adopted as standard protocols across multiple units.

Documented communications system procedures, significantly reducing downtime during training exercises. Developed security compliance documentation ensuring systems met Department of Defense standards.