Clayton Mitchell Email & Phone Number

Edmonton, Alberta, Canada

• Process Lead for Change Management, Service Level Management, Asset Management and Release & Deployment Management. Joint Lead with our IT Service Provider for CAB Meetings.• Run regular Training Sessions for ATCO Support Teams and Project Managers for Change Management, Incident and Problem Management.• Extensive experience working with DAMs (Delivery Assurance Managers) who regularly reach out to our ITSM team for help with escalations for Incidents, Service Requests and occasionally they have asked for help with RFS sanity checks to ensure vendor's proposals are accurate (labour/cost).• Extensive experience solving complex Incidents when IT Service Provider is having difficulties arriving at the root cause.• As the ITSM SME, ensures TTO (Transition to Operations) and OHD (Operational Handover Document) are filled out properly. Key member of the Project Delivery Governance Committee, reviewing each project for compliance and risk mitigation during the gating process• Establishes measurements (KPIs and CPIs) and targets to improve process effectiveness and efficiency.• Ensures operational integration of ITIL processes between ATCO, IT Service Providers and vendors• Manages IT Service Providers to resolve identified operational service delivery deficiencies.• Through regularly scheduled IT Service Management Governance meetings, established IT Governance models and ITSM standards. Pursued continuous improvement of ServiceNow - evaluating new features (functionality and technical) with new releases of ServiceNow to align with current and future ATCO ITSM business requirements.• Annually reviewed, Process Execution Documents (22 PEDs) for IT Service Management/Delivery to mature existing processes/workflows to improve efficiencies and identify areas of improvement. • Able to translate business/functional ITSM requirements for ServiceNow technical resources and executed unit and User Acceptance testing

- Mentored, motivated and energized Service Team using a variety of methods which improved overall morale.- Coached direct reports to grow in their skillsets and provided a clear career progression path during annual employee performance reviews.- Led Service Desk team in day-to-day operation (Service Ticket Review, Daily Service Ticket Meeting).- Reinforced the company’s core values within the service department.- Held “Lunch & Learn” sessions for staff on topics like (NTFS Permissions, Windows Network Password Policies, etc.)- Gained advanced proficiency in these MSP tools (Unanet-Time Tracking, Zoho Helpdesk, Kaseya VSA and BMS, ConnectWise Manage+Control+Automate+Unite, IT Boost, Warranty Master, Passportal, TruMethods and Network Detective)- Conducted extensive IT Audits on managed client's IT Infrastructure to ensure they are up to standard. IT Audits had positive effect on client's IT Infrastructure (enhanced network performance, more resilient infrastructure, stronger IT Security and reduced Service Tickets).- Conducted Quarterly Business Review Meetings with clients to discuss trending service issues and gave recommendations to improve IT Infrastructure and reduce tickets.- Escalation point for solving complex IT issues Helpdesk Team needed to escalate.- Primary SME for renewing SSL Certificates for client websites.- Managed Windows OS and Security Patching for all client servers and Windows 10 workstations.- Designed and implemented technology solutions based on client needs - Helped clients move On-premise Infrastructure to the Cloud- Primary SME for Onboarding new clients.- Maintained high knowledge of existing and upcoming technologies and trends- Brought forward innovative ideas to the Quercus team - Designed and delivered support and service solutions for Managed Services customers in line with ITIL and/or industry best practice- Drove continual service improvement based on a desire to become a world class managed service provider

Edmonton, Canada Area

Oncothyreon Canada Inc. was acquired by EMD Serono Canada Inc. and became a branch office of Merck KGaA with 40,000+ employees worldwide. Responsible for leading IT Team in Edmonton and within 2 years was promoted to Head of Infrastructure managing IT Infrastructure for two office locations (Edmonton and Mississauga HQ). • 18+ years’ experience working in a Pharma GMP and R&D lab IT environment which involved computer system validation (IQ/OQ) and yearly GMP training.• Helped business leaders optimize business goals and objectives by finding the best match of technologies/processes.• Ensured all servers, network equipment, workstations, lab systems and mobile devices were maintained and operated efficiently. • Ensured DRP (Disaster Recovery Plans) for both Edmonton & Mississauga were updated yearly and tested. Assisted Edmonton HSE to develop and maintain site business continuity plan to allow for recovery of business activities in the face of potential risks to business• "Go-To" person for researching new technology, whether its a Cloud-based or On-Premise. • Reviewed and negotiated service contracts with local vendors to reduce IT Budget costs. • Project Lead on many IT projects (iPhone/iPad rollout across Canada, Office365 Rollout and Lync Telephony), QC Agilent OpenLAB Chemstation System, QC viewLinc (Temp and & RH Monitoring System), Edmonton Data Centre Upgrades (Fire Suppression-Novec 1230, Air Conditioning, Environmental Monitoring and Security). • Gained advanced proficiency with these apps (Lotus Notes, HP ITSM (ServiceNow), LANDESK, Alfresco)• "Information Security Officer" for Edmonton site; primary for security incidents, ensured workstations had latest AV signatures, resolved critical or high server vulnerabilities if any were detected by monthly vulnerability scans performed by Global IT Security, yearly ADS vs HR Employee audit, Clear Desk audit, and ran Information Security Awareness courses as needed to train all Edmonton staff.

Edmonton, Canada Area

Edmonton office remained primary data centre for company after restructure as US company (Oncothyreon Inc.). Edmonton office focused on bringing Stimuvax lung cancer vaccine through all clinical trial phasesCentral IT for entire company. Responsible for maintenance, optimization and troubleshooting complex computer/network hardware and software problems in Edmonton HQ, Cranbury NJ and Tucson AZ. • Extensive experience in rolling out Servers, VMware, SAN, Desktop and Laptop builds.• Project Lead for SSL VPN Upgrade - moved company from RRAS VPN to SSL VPN using SonicWALL's Aventail EX-750 appliance. • Project Lead for network WAN optimization project ($28K+) (using Citrix WANScalers) for 3 sites to improve network bandwidth performance between Edmonton and the two smaller sites in Tucson AZ and Bellevue WA.• Technical Lead for $500K+ ERP upgrade from Cincom to Adonix. Cincom ran on Legacy (Digital Alpha Servers/Terminal Mode ERP) and Adonix ran on (Windows Servers/SQL/GUI-based ERP). Upgrade to new ERP (including validation) only took 8 months (4 months ahead of schedule).• Responsible for negotiations with all software and hardware vendors on maintenance of their products. • Trained Information Systems staff on all Helpdesk duties, low-moderate networking tasks and trained users on numerous software programs. • Extensive experience in documentation of company 's disaster recovery plan, server configurations and other network systems to comply with FDA validation rules for electronic data (21CFR Part 11) and to comply with “SarbOx” (Sarbanes-Oxley Act of 2002) rules and regulations.

Edmonton, Canada Area

Biomira Inc. was an international biotechnology company based in the Edmonton Research Park engaged in research and development of therapeutic approaches for treatment of cancer. Central IT for entire company. Responsible for maintenance, optimization and troubleshooting complex computer/network hardware and software problems in Biomira (Edmonton), Cranbury NJ and Tucson AZ. Started as Helpdesk Administrator, progressively promoted to Systems / Network Analyst and then to Network Administrator.• Extensive experience rolling out Servers, VMware, SAN, desktop and laptop builds. • Project Lead for $200K IT Server Upgrade Project (3 VMware ESX 3.31 servers and HP EVA4000 SAN) • Responsible for negotiations with all software and hardware vendors on maintenance of their products. • Extensive Experience with NT4 RRAS VPN and Shiva LANRover (for remote user access via modem). Shiva LANRover was replaced with NT4 RRAS and users connecting (dial-in) over Internet via Windows 2000 and XP client Remote VPN connection.• Trained Information Systems staff on all Helpdesk duties, low-moderate networking tasks and trained users on numerous software programs. • Involved in Access 97 database programming and was responsible for maintenance of Databases built in-house (TimeEntry, Asset Management, Finance, etc). • Extensive experience in documentation of company's disaster recovery plan, server configurations and other network systems to comply with FDA validation rules for electronic data (21CFR Part 11) and to comply with “SarbOx” (Sarbanes-Oxley Act of 2002) rules and regulations.• Managed Biomira ERP "CINCOM Financial" backups to VMS DLT TAPE. Used Powerterm to connect to our Digital Alpha/VMS server.• In 2001 migrated from 1 DEC Alpha Server to 2 physical Compaq servers running Windows 2000 Advanced Server. Servers connected to clustered SAN.• In 1997 migrated from workstations running DOS/Windows 3.11/Mac OS to Windows NT 4. Project involved 120 Desktops/20 Laptops.

Edmonton, Canada Area

• Built and repaired AT, ATX platform computers. • Troubleshot DOS, Windows 3.11, Windows 95A, B and C, NT based OS issues. Parts testing and RMA. • In June 1995 Tucson Computer Corporation switched to manufacturing PCB (Printed Circuit Boards) - "SIMMulators" (30-pin to 72-pin SIMM memory adapter boards), "Scorpion64" and "Tarantula" video cards. Was put in charge of quality control (testing), packaging and shipping these products across North America. • Position also entailed selling of all products associated with Tucson Computer Corp. since day one of employment.

Computer Engineering Technology

Bachelor Of Science

Mcse - Microsoft Certified Systems Engineer