James Cruz
Irving,TX
Summary
Dynamic IT professional with a proven track record at Accenture Solutions, excelling in cloud operations and automation. Expert in leveraging PowerShell and Terraform to enhance system efficiency, achieving a 40% reduction in human errors. Adept at fostering collaboration across teams, driving operational excellence through innovative solutions and strategic problem-solving.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Lead Technical Support
University of North Texas
Denton, TX
02.2024 - 05.2025
- Spearheaded technical operations for faculty, staff, and performance halls, ensuring uptime and minimal service disruption.
- Designed automation scripts in PowerShell and Python to streamline compliance audits and improve reporting accuracy.
- Implemented automated patch management through Microsoft Intune, Jamf Pro, and SCCM, strengthening endpoint security.
- Built 60+ ServiceNow dashboards and reports integrating CMDB, enabling SLA tracking and operational efficiency.
- Administered Active Directory, OU restructuring, and GPO management to optimize identity and access management.
- Configured secure network provisioning via Infoblox tools for DHCP and DNS automation.
- Automated inventory compliance checks and reporting, reducing audit discrepancies by 30%.
- Promoted to Lead Technician within 3 months; recognized as top ticket resolver for 2 consecutive years.
- Developed CI/CD-style workflows in ServiceNow for automated incident routing and escalation.
- Integrated log analysis via Splunk for proactive endpoint monitoring and troubleshooting.
- Supported containerized testing environments for IT automation training projects using Docker.
- Deployed Ansible playbooks for automating system configuration across labs and staff machines.
- College of Music IT
Cloud Operations Engineer
Accenture Solutions Pvt Ltd
Hyderabad, India
11.2021 - 07.2023
- Delivered VMware and cloud operations support for 50 vCenters, 2,000+ ESXi hosts, and 40,000+ VMs across global data centers.
- Provisioned Dell PowerEdge servers and configured VMware ESXi and Hyper-V environments with clustering.
- Automated patching across 4,000+ servers using PowerShell/Python, reducing human errors by 40%.
- Built and optimized CI/CD pipelines in Jenkins to automate VM provisioning and system monitoring.
- Designed ServiceNow dashboards integrated with CMDB for real-time task visibility, improving SLA compliance by 20%.
- Provided tier-3 support for Windows Server (2008–2019) and Linux systems, ensuring uptime.
- Troubleshot and configured DNS, DHCP, VLANs, firewalls, NAT, and routing in hybrid environments.
- Authored SOPs and standardized templates for ITIL-compliant change management.
- Collaborated globally in incident response, RCA, and restoration during outages.
- Implemented Infrastructure as Code (IaC) with Terraform for provisioning Azure and VMware resources.
- Containerized applications using Docker and supported orchestration with Kubernetes (EKS/AKS).
- Deployed Ansible playbooks for server configuration, patching, and compliance automation.
- Integrated ServiceNow workflows with Jenkins pipelines for automated approvals and change deployment.
- Developed monitoring dashboards with Prometheus/Grafana, improving system observability and MTTR.
- Implemented centralized logging with ELK Stack for incident resolution and proactive monitoring.
- Partnered with security teams to enforce IAM and RBAC across hybrid workloads, ensuring compliance.
- Conducted disaster recovery simulations and automated backup verification tasks, strengthening resilience.
Product Operations Intern
Think and Learn Pvt Ltd
Hyderabad, India
10.2021 - 2021
- Facilitated communication between product, engineering, and customer support teams as a technical liaison, offering troubleshooting expertise.
- Employed Jira for effective bug tracking, workflow enhancement, and sprint management; addressed customer escalations with Salesforce CRM.
- Performed system performance evaluations and gathered user feedback during pilot programs to inform enhancements.
- Developed Excel reports for operational data analysis to empower leadership with actionable insights.
Education
MSc - Data Engineering
University of North Texas
Denton, TX05.2025
BBA - Finance & IT
IIMC Hyderabad
Osmania University07.2021
Skills
- Cloud technologies: Microsoft Azure, AWS Cloud Platform, Google Cloud Platform
- Containerization tools: Docker and Kubernetes (AKS/EKS)
- Continuous integration and delivery: Jenkins and GitHub Actions; GitLab CI/CD; Terraform; Ansible; Helm
- Logging and monitoring solutions: Splunk; Prometheus; Grafana; ELK Stack
- Automation scripting languages: PowerShell; Python; Bash; YAML
- Configuration tools: Ansible; Puppet; Chef
- Version control systems: Git; GitHub; GitLab; Bitbucket
- IT service management software: ServiceNow; JIRA; Confluence
- Networking protocols and services: TCP/IP; DNS; DHCP; VLANs; firewalls; NAT; routing protocols
- Security frameworks and practices: IAM policies; RBAC strategies; patch management processes; endpoint security measures; vulnerability assessments
Websites
Certification
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft Certified: Azure Administrator (AZ-104)
- Cybersecurity Fundamentals
- Docker & Kubernetes
- Terraform Associate
Achievements And Awards
- Promoted to Lead Technician within 3 months at UNT – recognized as top ticket resolver for 2 years.
- Ace of the Team Award – Accenture (twice) for quality, SLA adherence, and RCA delivery.
- Top-10 finalist out of 3,000+ submissions in Accenture’s 'Ideas for the Future' innovation program.
- Best Intern Award – Think and Learn Pvt Ltd for excellence in technical support and operations.
Timeline
Lead Technical Support
University of North Texas
02.2024 - 05.2025
Cloud Operations Engineer
Accenture Solutions Pvt Ltd
11.2021 - 07.2023
Product Operations Intern
Think and Learn Pvt Ltd
10.2021 - 2021
MSc - Data Engineering
University of North Texas
BBA - Finance & IT
IIMC Hyderabad