Brett McCully

Product Owner, ACP AI (Autonomous Control Plane for Salesforce Core Infrastructure)

• Built and maintained pipelines for AI research projects using 1P infrastructure data.
• Performed ROI analysis for infrastructure AI projects
• Provided mentorship and regular industry update presentations to the organization
• Built error anomaly detection to detect customer impacting issues ~2hrs before traditional monitoring and metrics

Network Automation Team

• Managed the team that built the automated tools for Hardware Load Balancers
• Lead the Engineering team that built the orchestration layer for private cross-VPS traffic using AWS PrivateLinks, reducing networking cost for internal traffic by 75%
• Lead the Engineering team that implemented automated management of customer facing Virtual IPs and SSL certificates on Hardware Load Balancers in SFDC data centers

Hardware Infrastructure Automation

• Reduced time to capacity from 3 months to 3 weeks through automation and policy changes.
• Lead the Engineering team that built tools to automate hardware lifecycle management (OS install, configuration, repair, and repurpose)
• Lead the Engineering team that automated the addition of new machine capacity to SFDC data centers
• Established the Rack DevOps team to address and repair SF Core service infrastructure build failures

• 3rd party joint product launches, establishing support operations for joint technical products and services (Rackspace, Pivotal, Red Hat, SUSE)
• Developed support requirements and incentives for GCP Partner Program tiers
• Launched Engineering Support programs for Tech Partners, Channel Partners, and Managed Service Providers
• Establish operational relationships with MSPs and strategic partners
• Develop operations qualification criteria, perform assessments, build training and enablement plan

• Contributed to the launch of Google Cloud Platform by assessing the needs of the business, defining technical escalation processes, and finalizing support offerings.
• Founding Manager for the Cloud Engineering Support team
• Grew from 3 contractors to 50 FTE and 50 outsourced agents
• Built Product Engagement Lead Program, providing trend analysis of product issues
• Built Product Launch Review and Operational Readiness programs
• Established consistent customer incident communication processes, and managed the consistency of platform-wide incident management practices.
• Engineering Support lead for cross-functional Product Excellent initiatives
• Contract Technical Approver for all GCP non-standard deals
• Conducted 400+ Engineering and Program Manager interviews; hired 50+ for the Cloud Platform Engineering Support team.
• Launched GCP Paid Support Offerings
• Launched and scaled multi-tiered support organization
• Avg 95+% CSAT for Platinum
• Avg 90+% CSAT for Gold
• Owned Support Policy
• Cross-functional data access policy owner for GCP customer operations
• Implemented operational changes to conform to new laws to (e.g. Model Contract Clauses for end of EU Safe Harbor, International Sanctions)
• Performed support tooling needs assessment and managed development team
• Performed annual budgeting and headcount planning.

• Technical Lead and Architect for Large Customer Deployments
• Lead project scoping, IT architecture change management, and software user migrations with large enterprise and government customers.
• Performed Apps product data access audits for US Government certifications
• Received background check clearance for Federal Public Trust and Law Enforcement agencies.
• 1st Engineer on the Deployment team (now Professional Services)