Nathan Wilson

IT support specialist with six years of experience in Windows and Linux environments and ServiceNow ticket management, holding CompTIA Security+, CySA+, and Security Analytics certifications. Proficient in security tools including antivirus solutions, Crowdstrike Falcon, SIEM platforms, VPNs, and Active Directory. Demonstrated ability to investigate alerts, collect audit evidence, and implement security controls, with strong collaboration skills and a commitment to ongoing technical growth.

Data Annotator at Outlier.AI (2025-10 – Present)

Performed tasks annotating videos as well as generating video and audio content for AI and tested and graded AI output based on Rubrics

• Performed tasks annotating videos as well as generating video and audio content for AI
• Tested and Graded AI output based on Rubrics

Case Researcher at General Dynamics Information Technology (2023-01 – 2025-05)

Assisted users in navigating SAM.gov registration processes and supported VIP clients referred from US Congressional Offices and the White House

• Assisted users in navigating SAM.gov registration processes, ensuring adherence to federal protocols and accurate information flow.
• Supported VIP clients referred to the desk from US Congressional Offices, with a few being referred from the White House.

System Support Specialist at GSA Tier 2 - System Support Specialist (2020-11 – 2023-01)

Guided users through SAM.gov registration, processed notarized letters using ServiceNow, handled escalated calls, and managed user accounts

• Guided users through SAM.gov registration, ensuring seamless federal business interactions and improved compliance.
• Processed incoming notarized letters using the ServiceNow Ticketing system, ensuring timely and accurate documentation
• Handled escalated phone calls, resolving complex user issues including remote access solutions, improving customer satisfaction
• Added users to Entity accounts after validation, ensuring seamless access and account management via Google Workplace

Tech Support Level I at VA Help Desk (2018-06 – 2020-11)

Supported over 300,000 Veterans Administration personnel in a Tier 1 position handling help desk operations and mobile device management

• Supported over 300,000 Veterans Administration personnel in a Tier 1 position, handling help desk operations and mobile device management
• Administered password resets, deployed antivirus updates using Microsoft Defender, and managed user accounts using Active Directory in Windows and Linux environments
• Used ServiceNow to manage over 6,000 tickets, including remote access solutions, achieving a First Call Resolution for more than 4,000 tickets, improving service efficiency
• Streamlined call processes to reduce Average Handle Time on the most technical calls by 50% and taught teammates to do the same

Subject English | ESL Teacher at Riverdeep Immersion (2016-02 – 2017-07)

Taught children aged 2-14 in English, Math, and Science using interactive activities

• Taught children aged 2-14 in English, Math, and Science using interactive activities, which fostered leadership skills and boosted their confidence while improving language fluency.

MBA in International Business – University of Central Arkansas (2005-08 – 2008-05)

BBA in Marketing – University of Central Arkansas (2001-08 – 2005-05)

AAS in Communications Applications Technology – Community College of the Air Force (2001-12 – 2005-12)