Scott Ullrich
Summary
Trusted and methodical people-oriented technical leader with over 25 years of comprehensive experience delivering and managing large infrastructure initiatives. My current focus in 2024 is cloud optimization to support scalable, cost-effective infrastructure, while keeping my teams focused, driven and rewarded.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Director, Engineering and Business Success
Zendesk
San Francisco, CA
08.2018 - Current
- Currently leading three teams - Cloud Optimization (FinOps) Data Insights and Cloud Vendor Success
- Managed and directed AWS daily operations as the central point of contact
- Introduced and launched a cloud-based training portal for all engineers during Covid19
- Demonstrated excellent interpersonal skills by conversing with customers to understand and meet their individual needs and concerns during our cloud migration
- Led engineering from data centers to the cloud (AWS) which includes ancillary systems, network, security infrastructure and customer accounts
- Pursued the idea of "Service Mesh" and tested/implemented with my team. 50% of all services are now "meshed"
- Directed the organization's most critical initiatives while being cognizant of compliance, applicable laws and regulations
- Partnered with staff to create professional development plans to support personal and business growth
- Cultivated and maintained relationships to promote positivity and preserve culture
- Commended by the Chief People Officer for displaying remarkable leadership skills and empathy amidst the pandemic.
Sr. Manager, Global Platform Operations
Zendesk
San Francisco, CA
11.2013 - 08.2018
- Head of Global Data Centers & Service Delivery
- Formed the Network and Data Center team (Global) and quadrupled our footprint during hyper growth
- Enhanced rack deployment efficiency by utilizing common sense techniques such as avoiding patch plans, improving top of rack designs, and implementing network service isolation
- Achieved a cost avoidance of $11 million by effectively utilizing government programs such as tax abatement on hardware. Demonstrated responsibility in overseeing the operational budget and managing all data center assets
- Post-mortem author and incident commander for network and data center related incidents
- Responsible for all Network and Data Center Operations (Global) including support, budget, ISPs and audit/compliance
- Involved in nearly all areas of technical operations during start-up mode
- Added industry best practices to day-to-day operations to streamline delivery and increase TFA
- Overhauled network infrastructure to bolster capacity, fortify security protocols, and enable future growth
- Took personal responsibility for mitigating DDoS threats by initiating and driving the implementation of an effective in-house defense mechanism
Director, Global Service Delivery
Salesforce
San Francisco, CA
11.2008 - 09.2013
- Created a 24 by 7 team to ensure business continuity for a 'follow-the-sun' delivery model for infrastructure builds, automation initiatives and production support
- Responsible for operational deployment of nearly all Salesforce production infrastructures during its explosive growth period and beyond
- Product Owner for Salesforce Super Bowl infrastructure pod which supported the first global marketing campaign
- Implemented and architected processes for risk mitigation, enhanced career development of individual contributors and strengthened team moral
- Primarily responsible for all multi-tier/multi-tenant cloud production and sandbox instance builds, database splits, storage and stack migrations to multiple data centers
- Reduced implementation and delivery cycle of multi-tenant stacks by 6-8 weeks on average
- Orchestrated the integration of intellectual property from a 3rd party ASP to core
- Created a support matrix for a team of 13 engineers across each major discipline to support live customers in production
- Developed program and project plans with strategic vision, detail, and accuracy
- Broadcast project status to executive management, senior management and engineering staff on a regular basis to ensure transparency and heighten awareness
- Recognized as the emergency 'go-to' and called upon by my CIO for emergency capacity and swat situations
- Successful completion of 400+ infrastructure related projects
- Delivered two mirrored data centers on schedule and within scope by assembling and directing a cross organizational team of 86 individual contributors
- The data centers generated $3.1 billion in revenue and continue to support all major industry verticals
- Led a zero downtime server refresh of 644 systems in 5 weeks to lower response time under 300ms
- Developed a strategic and tactical plan to coordinate the effort from hardware procurement to go-live
- Received organizational recognition from Salesforce founders and executive staff.
Technical Project Manager
IBM Applications on Demand
San Francisco, CA
04.2004 - 10.2008
- Responsible for the relocation of several hundred multi-tenant UNIX, HP, and IBM hosts within third party data centers
- Dedicated Project Manager for a team of 13 network engineers, SAN architects, and OS performers Planned, managed and deployed internal high performance secured network for internal business applications
- Obtained IBM network secure (IES) certification
- Worked as a liaison between customers, delivery executives, team members and change review board for service requests and change approvals within Siebel
- Coordinated SAN allocations, reclaims, upgrades, migrations and code enhancements for customers and internal business systems on 3PAR, SVC, EMC and Hitachi storage arrays
- Shared Infrastructure Maintenance: Planned, directed and coordinated monthly widespread outages for microcode updates, switch maintenance, power upgrades, blade replacements and other maintenance requirements
- Eliminated the need for outages for multiple customers by setting up redundancy on eligible hosts
- Scheduled OS, Application and Database performers to assist in the quiescing and power down of all Oracle, Peoplesoft and Siebel hosts involved with scheduled maintenance or upgrades
- Project Manager for the closure of all legacy Corio satellite offices pursuant to acquisition
- Responsible for the physical relocation of employees, infrastructure and liquidation of all remaining assets
- Completed projects on time and under budget
- Managed and responsible for the procurement and delivery of the call center telephony equipment
- Directed a team of 13 team members that were involved in the migration project and well as vendor relations
- Corrected and improved current processes and orchestrated testing procedures in order to meet the requirements of Sarbanes Oxley audits
- Created full documentation on the operational aspects of the facilities including environmental controls, security and asset management
- Responsible for all major facility systems including UPS power protection systems, emergency generators, HVAC, telecommunication lines, electrical and plumbing
- Instituted company wide Injury Illness Prevention Program and ensured full compliance with OSHA regulations
- Dramatically reduced operational costs by 15% quarterly without affecting daily operations
- Appointed new vendors which contributed to cost reduction and service improvements
- Improved accountability for company assets by deploying Itellitrack asset management system
- Evaluated current organizational chart and restructured departments joining team members with their colleges and direct reports.
Skills
- Technical Operations
- Cloud Management
- Vendor Management
- Cloud Optimization
- Process Improvements
- Risk Identification & Mitigation
- Negotiations
- Communication
- Organizational Change & Structure
- People Collaboration
- Agile & Hybrid Methodologies
- Strategy
- Execution & transparency
- Business Administration
- Project Coordination
- Logistics Management
- Business Planning
- Contract Negotiation
- Staff Development
- Operations Management
- Budget Control
- International Business
- Cross-Functional Team Leadership
- Crisis Management
- Hiring and Retention
Accomplishments
- Led a multi-disciplinary, multi-faceted charter in migrating all services and over 145,000 customers from globally distributed data centers to AWS cloud services in 18 months without service disruption or data loss
- Main contact for enterprise customers for escalations to strengthen trust, and ensure satisfaction
- Established an industry-first Vendor Success charter to enhance partnerships, align on key initiatives, and added measurable success and accountability between both parties
- Spearheaded the transformation of team members from techops centric to dev-centric world-class engineers
- Current charter is responsible for twelve million dollars in annual savings for cloud service through optimization
- UC Berkeley Executive Training Program 2022
Technical Experience
- Hands-on experience working in JIRA and Confluence
- Applications: Zendesk, Salesforce CRM, IBM Office Suite, Windows NT, XP, Windows Explorer, MS Outlook, MS Office Suite, Jira and Confluence
- Common knowledge and understanding for mechanics, topology, telephony, structural design, HVAC and general construction.
- IBM network secure (IES) certification
- Linux, Solaris, EMC, Hitachi, 3par, Oracle, Juniper, Cisco, MTA, Monitoring, Puppet, Nagios, Razor, AWS, On-Premise Solutions, Service Mesh, PagerDuty, DataDog, Workday, and Zendesk.
Affiliations
- Home Improvement
- T-Ball coach for kids (weekends)
- Auto Restoration
- Recognized as top leader in 2021 by VP of People, based off of survey metrics and feedback
Certification
- AWS Cloud Practitioner
- UC Berkeley Elevate Leadership
- IBM network secure (IES) certification
Timeline
Director, Engineering and Business Success
Zendesk
08.2018 - Current
Sr. Manager, Global Platform Operations
Zendesk
11.2013 - 08.2018
Director, Global Service Delivery
Salesforce
11.2008 - 09.2013
Technical Project Manager
IBM Applications on Demand
04.2004 - 10.2008
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