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02 · Experience

Where I've driven impact

Focus: automation-focused · support-aware · collaborative teams

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Key Achievements

AI Implementation & Automation

  • Managed AI chatbots & automations deflecting 15% of inquiries, saving approx. 1,125 hours/month of manual support.
  • Architected a custom publishing tool, reducing manual production time by 80% for 500+ monthly digital assets.
  • Integrated moderation via Zapier & APIs, slashing manual community moderation time by 60-80%.
  • Executed machine translation workflows to reduce translation expenditure by 80% annually.

Platform Scale & Knowledge Strategy

  • Owned self-service strategy for a B2B community and support platform serving 30M+ page views across global education sectors.
  • Migrated 1M+ users and 500K+ content items to a new CMS (Higher Logic Vanilla) inunder 6 months.
  • Managed governance for 4,000+ support articles and 100+ videos; cut video production time from 9 hours to 1.5 hours.
  • Optimized public tracking of 300+ known issues through Jira, Google Sheets, and a custom NextJS app.

Career Overview

Support AI Administrator

Instructure, Inc.

March 2026 — Present

Sr. Community Manager - Operations & Knowledge Strategy

Instructure, Inc.

Jan. 2022 — Feb. 2026

Documentation Specialist

Instructure, Inc.

Sept. 2017 — Jan. 2022

Help Desk Technician

Security National Mortgage Company

May 2013 — Sept. 2017

Kind Words

What Coworkers Say

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Naomi Petty

Verified Colleague

Documentation Team Manager at Instructure

June 28, 2026

A built-in problem solver who never panics

Five stars all day. ⭐⭐⭐⭐⭐ Working with him is like having a built-in problem solver who never panics. He consistently uses data to guide decisions, but never loses sight of the bigger picture. Even in stressful situations, he stays calm, collected, and still manages to slip in some perfectly timed dry humor. It’s a rare combination that keeps teams grounded and productive. What really stands out is his ability to engineer creative, innovative solutions that actually stick. If every team had someone like him, work would be a whole lot smoother.

EA

Emily Allen

Verified Colleague

Former Documentation Team Manager at Instructure

June 15, 2026

Automates the boring stuff before you even realized you were doing it

Nathan is the kind of coworker who quietly makes everyone's job easier. Whether he was producing top-tier documentation, improving our user forum, or hunting down repetitive tasks to automate, he brought the same calm, focused energy every time. The best part? He'd come to *us* asking if there was anything tedious he could take off our plate. Smart, collaborative, and genuinely invested in the team's success — there’s a reason the team nicknamed him the Wizard!

CT

Cody Titmus

Verified Colleague

Staff Technical/Content Writer at Bill

June 20, 2026

Brilliant mind and technical curiosity

Nathan utilizes his brilliant mind and technical curiosity to find ways to make himself and his team more efficient. He never settles for simply checking the boxes of his job responsibilities. He is always looking for ways improve team processes and deliver a better experience to customers. He is the man!