04 · Resume
Resume
Nathan Atkinson
AI Operations & Automation Strategist
Strategic AI Operations Manager and Workflow Architect with 7+ years of experience embedding AI and automation into enterprise processes and managing scalable knowledge management. Proven track record of reducing manual operational tasks by 80% and saving over 1,100 labor hours monthly through LLM integration and custom API-driven tools. Expert at translating complex business pain points into scalable AI solutions and leading cross-functional enablement programs to drive internal adoption.
+1 801-971-3084
linkedin.com/in/nathanatkinson01
Technical Skills
- AI & Automation: LLMs (Google Gemini, GitHub Copilot, Claude), Prompt Design, Zapier, Python Scripting, AI Coding Tools, Gemini CLI
- Workflow & Operations: Knowledge Management (KMS), Process Optimization, API Management, Content Lifecycle Governance, Support Deflection Strategy
- Development: React, TypeScript, JavaScript, HTML/CSS, NextJS, GitHub, VS Code
- Platforms: Jira, Confluence, Higher Logic Vanilla (CMS), ScreenSteps, ClickUp, Notion
Experience
AI Support Administrator at Instructure, Inc.
March 2026 - Present
Salt Lake City, Utah, U.S.A. (Remote)
- Lead the strategy and deployment of AI-powered support solutions, including chatbots and automated workflows, to drive operational efficiency
- Managed AI chatbots and automations to improve support deflection, saving 1,125+ hours of manual support monthly while maintaining a 45+ CSAT score
Sr. Community Manager - Operations at Instructure, Inc.
Jan. 2022 – Feb. 2026
Salt Lake City, Utah, U.S.A. (Remote)
- Own self-service strategy for an online community with 30M page views; manage content lifecycle for 4,000+ support articles.
- Architected a custom publishing tool for 500+ monthly digital assets, reducing manual production time by 80%
- Developed custom NextJS applications and widgets to improve user experience and streamline internal processes through APIs
- Integrated community moderation and project tracking with Zapier and APIs to manage feature ideas and forums, reducing manual tracking time by 60-80%
- Built and maintained a custom customer-facing roadmap page with hundreds of roadmap items
Documentation Specialist at Instructure, Inc.
Sept. 2017 – Jan. 2022
Salt Lake City, Utah, U.S.A. (Hybrid)
- Maintained 4,000+ technical articles and 100+ video tutorials, ensuring content aligned with product updates and user workflows
- Defined new video strategy and built a process to streamline video editing and workflows to decrease video production time by 80%
- Collaborated with Product Support and Engineering to document new features and create enablement content for diverse user personas
Help Desk Technician at Security National Mortgage Company
May 2013 – Sept. 2017
Salt Lake City, Utah, U.S.A.
- Provided software and hardware support for over 1500 nationwide employees
- Created and managed knowledge base with 50+ technical documents to reduce help desk call volume and enable faster training for new agents
Education
Bachelor of Art - English from Utah Valley University
Orem, Utah, U.S.A.
- English: technical and creative writing; literature; creative non-fiction