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Byron Carlson

@byroncarlson

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Enterprise AI and IT leader implementing Generative AI/LLM operations to automate support and improve service outcomes.

United States

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What I'm looking for

I’m looking to lead enterprise AI/LLM implementations that automate support, improve accuracy with RAG and quality certification, and translate telemetry into business outcomes—while building teams that keep operations resilient through constant change.

I’m an enterprise AI implementation leader who built and scaled Oracle’s Generative AI-powered service desk from pilot to production, moving the workflow from fully human-routed to AI-first. I drove ticket deflection from 12% to 55%, eliminating human involvement in 55% of support interactions and freeing 3,470 engineer hours per week at peak.

For two years, I continuously improved AI performance by enabling multi-turn handling, ambiguous language detection, and prompt-engineered dialog flows across four LLM version upgrades (Cohere and Meta). I ensured every model transition was gated by regression testing, and I optimized 5,000 knowledge base articles for LLM and RAG consumption to keep response accuracy rising.

I also operationalized quality and credibility through an AI response certification system, weekly executive reporting on CSAT/accuracy/quality KPIs, and real-time deflection telemetry in Oracle APEX that helped eliminate recurring ticket categories. Alongside AISD growth, I sustained live support operations, led global RTO cycles across 120+ sites, and navigated an identity migration while keeping JSM volume contained.

Experience

Work history, roles, and key accomplishments

Senior IT Manager, Global IT Ops

Oracle

Sep 2022 - Apr 2026 (3 years 7 months)

Led Oracle’s Enterprise AI Service Desk from pilot to production, increasing ticket deflection from 12% to 55% (human involvement eliminated in 55% of interactions) and freeing 3,470 engineer hours per week at peak. Built and iterated RAG + LLM operations across four model versions, including a response certification program and weekly executive reporting on CSAT, accuracy, and quality KPIs.

Generative AI RAG Architecture Prompt Engineering AI Quality Assurance Oracle Digital Assistant (ODA)

IT Manager II, Vendor & Operations

Oracle

Sep 2015 - Sep 2022 (7 years)

Built and replicated a global in-person IT support program across 8 sites, scaling TechBar operations to handle 590 tickets per week while enabling proactive health checks and new rollout support. Led vendor SBRs shaping Oracle’s $80M hardware strategy and coached 6 engineers into cloud, engineering, and product roles.

Program Management IT Service Delivery Vendor Management Cross Site Operations Capacity Planning Talent Development Stakeholder Management Support Operations

IT Support Supervisor / IT Manager I

Oracle

Jan 2011 - Sep 2015 (4 years 8 months)

Ran reactive IT operations with Tier 3 oversight, owning queue escalation and SLA accountability for complex troubleshooting across peer teams. Created employee IT training content that drove 15,000+ internal views and led field IT operations for Oracle OpenWorld with teams up to 18 engineers supporting events of up to 65,000 attendees.

Tier 3 Support SLA Management Escalation Handling IT Training Knowledge Sharing Team Leadership

Education

Degrees, certifications, and relevant coursework

Google

Google AI Professional Certificate, Artificial Intelligence

2026 - 2026

Completed the Google AI Professional Certificate in 2026.

Oracle University

Oracle Cloud Infrastructure (OCI) Foundations, Cloud Computing

2024 - 2024

Completed Oracle Cloud Infrastructure (OCI) Foundations in 2024.

Miami Dade College

Associate in Arts (AA)

Earned an Associate in Arts (AA) at Miami Dade College.

Oracle University

Professional Leadership Series, Professional Leadership

Completed an Oracle Professional Leadership Series with 8+ enterprise certifications including Emotional Intelligence, Data Protection, Ethics, and Employment Law.