Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Michael Craig

Michael Craig

Raleigh,NC

Summary

Tech-savvy and driven professional with over 15 years of experience in IT Service Management, adept at administering and developing ITSM solutions that streamline operations and enhance user satisfaction. Proven track record in managing Cherwell, Salesforce, and Jira systems, including customizing workflows, deploying updates, and integrating platforms with Azure Active Directory. Expertise in configuring and maintaining server environments, ensuring ITIL compliance, and executing security best practices. Proficient in leading technical training sessions and managing cross-functional projects under tight deadlines. Committed to leveraging technical expertise to improve system functionality and operational efficiency in dynamic environments. Exceptional problem-solving skills and a dedicated engineer known for a meticulous approach to improving IT operations and customer satisfaction.

Overview

17
17
years of professional experience
6
6

Certifications

Work History

Jira Cloud Administrator

FHI360
01.2021 - 02.2025
  • Administered the Atlassian (Jira) cloud application system, serving as the primary platform for issue and bug recording and resolution for FHI360 ISS staff. Manage user accounts through integration with Azure Active Directory, adding new fields, screens, workflows, and dashboards to enhance system usability and functionality.
  • Implemented and supported the Jira cloud application system, enhancing project tracking and management capabilities for the ISS staff.
  • Collaborated with the Azure Active Directory administrator to streamline the Jira new user process, integrating it seamlessly with Azure AD.
  • Restructured user rights, effectively resolving issues related to excessive administrative privileges and enhancing system security and user compliance.

Cherwell Systems Administrator

Fhi 360
07.2012 - 02.2025
  • Oversaw development and administration of the Cherwell ITSM application, optimizing service management for staff across various departments. Designed, tested, and deployed workflow processes to enhance system functionality and user interaction. Transitioned and maintained IT service management frameworks from LANDesk to Cherwell, ensuring enhanced efficiency and adaptability.
  • Implemented and supported comprehensive ITSM solutions for Compass Finance, including specialized ticketing workflows for Human Resources and the Service Desk.
  • Executed a transformative redesign of LANDesk Service Desk workflows, significantly enhancing process management for Human Resources and IT Change Management projects.
  • Developed and launched a bespoke Cherwell Business Object ticketing system for the Compass Enterprise Reporting team, streamlining data management and reporting accuracy.
  • Initiated and established a new Loaner Equipment system for the Asset Management team, improving resource allocation and tracking.

Salesforce Sales Cloud Administrator

FHI360
01.2021 - 01.2024
  • Administer the FHI 360 Salesforce Sales Cloud instance, serving as the primary platform for our Business Development team to move work bids through the process from leads to the contract phase.
  • Hands-on experience in creating custom fields, page layouts, custom tabs, reports, dashboards, validation rules, workflows, and process automation.
  • Worked tickets to resolution for either Salesforce issues or enhancement requests from Business Development.
  • Added new users, disabled departing users, and worked with Salesforce users to resolve permission issues.

LANDesk Systems Administrator

North Carolina Administrative Office of the Courts
06.2008 - 06.2012
  • Served as Systems Engineer/Administrator for the LANDesk Service Desk ITSM application, supporting AOC Technology Services staff. Administered and supported SharePoint 2007 for the Applications Development team, ensuring optimal functionality and user satisfaction. Conducted training sessions on both SharePoint 2007 and the LANDesk Service Desk ITSM application, enhancing staff proficiency and system use.
  • Deployed and maintained a fully ITIL-compliant Service Management application server system, which continues to be utilized by all Technology Services Division staff for recording incidents, problems, change management, and service requests.
  • Managed and enhanced all Application Development SharePoint sites, designing and implementing effective workflows to streamline operations.
  • Developed and delivered specialized classroom training to Help Desk and support personnel, significantly improving their operational efficiency and application mastery.
  • Additional Experience as Information Services Manager at North Carolina Administrative Office of the Courts, Raleigh, NC

Education

Bachelor of Science - Business Administration

University of North Carolina

Skills

  • IT Service Management (ITSM)
  • Cherwell Administration
  • Jira Administration
  • Workflow Design
  • ITIL Compliance
  • Azure Active Directory Integration
  • Project Management
  • Server Administration
  • Security Protocols
  • Technical Training
  • SharePoint Administration
  • Salesforce Administration/Dev

Certification

  • IAITAM Certified Hardware Asset Manager Professional
  • IAITAM Certified Software Asset Manager
  • ITIL v3 Operational Support and Analysis Certification
  • ITIL Practitioner – Combined Change, Release, and Configuration Management
  • ITIL v3 Foundations Certification
  • MCSA 2000 Microsoft Certified Systems Administrator

Timeline

Jira Cloud Administrator

FHI360
01.2021 - 02.2025

Salesforce Sales Cloud Administrator

FHI360
01.2021 - 01.2024

Cherwell Systems Administrator

Fhi 360
07.2012 - 02.2025

LANDesk Systems Administrator

North Carolina Administrative Office of the Courts
06.2008 - 06.2012

Bachelor of Science - Business Administration

University of North Carolina

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