Mark Pickering Email & Phone Number

Phoenix, Arizona, Us

This position was created to build out and centralize the development of the ServiceNow Platform. Formerly just a Service Desk tool, Republic's investment in ServiceNow has grown year over year.Platform Capabilities:IT Service Management- Incident Management - Request Management - Change Management- Knowledge Management- Problem Management - Service Catalog- Service Portal- IT 4 IT Portal- Change Automation / DevOpsIT Operations Management- Discovery, CMDB, Event Management, Service MapsSecurity Operations -Security Incident Response, Custom App for Physical SecurityVulnerability Response- Vulnerability Response, Tenable Integration, Wiz integrationGRC- Integrated Risk Management (Policy Lifecycle Management, Controls, Evidence Gathering)HR Service Delivery- Case Management for 7 COEs- Employee Center Pro, Manager HubStrategic Portfolio Management- Idea Portal- Demand intake workflow for Portfolio Owners- Agile 2.0 integration with Broadcom Rally SDLC - Custom App for New Position Requests Key Contributions:Established Platform Development Team, more than doubled the team size in 3 years. Established Agile + ITIL work intake processDeveloped several Custom Applications to solve niche business processes Established Product Owners within the functional areas using ServiceNowSeveral Mission Critical processes and functions occur on the PlatformThe user base has grown 500% in 4 yearsServiceNow is now a strategic Pillar of Republic Service's IT Portfolio

Phoenix, Arizona, Us

The goal of this role is to manage the SharePoint ecosystem, including SharePoint On-Prem, customer-facing websites, internal intranet, and several legacy IIS mico-app servers.The team was 30 people between offshore and onshore resources. Key Contributions- Migrated the entire on-prem ecosystem to SharePoint Online- Rebuild/Refactored Custom National Account Portal from SharePoint 2008 to 2019- Developed a PowerApps strategy- Migrated 16 SharePoint micro-apps to Digital Platform (AWS &javascript)- Developed new Intranet structure and architecture based on Business verticals

Phoenix, Arizona, Us

Key Contributions:● Led the adoption of Scrum methodologies for the digital development department, including onshore and offshore components.● Introduced Agile concepts such as user story writing, story point estimation, sprint velocity, sprint burndown charts. ● Created Scrum of Scrums visual board with multiple teams to track dependencies and manage expectations. ● Facilitated transition team to roll out Agile methodologies to additional teams within Republic IT.● Developed and conducted training for onshore and offshore teams to support Scrum adoption.● Partnered with executives, management, and key stakeholders to develop and refine Scrum processes. ● Worked with business partners to identify Product Owners and facilitated prioritization from multiple business units. ● Assisted teams improve delivery and effectiveness through analysis, coaching, facilitating, impediment removal.● Administer Rally and Confluence

North Bethesda, Maryland, Us

Key Contributions:● Transitioned 40+ teams from waterfall to Agile (Scrum and Kanban).● Introduced Agile Governance workflow for project intake in PMO.● Implemented a Scrum of Scrum as method of scaling development processes.● Led Scrum Master, Product Owner, and Agile Communities of Practice.● Coached and mentor to dozens of new Scrum Masters, Product Owners, Managers, Business Analysts, Developers and Testers.● Conducted enterprise-wide release planning to deliver Product Increment every 90 days.● Hired, trained, and consulted in firing Scrum Masters, Product Owners, Developers, Testers, and Analysts.Facilitated Scrum for:● iOS, Android mobile app teams● Web teams (Newly redesigned www.ChoiceHotels.com)● Database teams● SAAS teamsAdditional Achievements:● Facilitate enterprise wide Agile Release Planning (Story Mapping, 5 levels of planning, MSCW Prioritization)● Managed Rally subscriptions.● Host Agile, Scrum and Kan-ban overviews / ad-hoc training. ● Developed Product Owners training materials. ● Collaborate at enterprise level to standardize Scrum best practices.● Introduced Kaizen philosophies to our Scrum Master community.

North Bethesda, Maryland, Us

Converted hotels to the Choice Hotels brand and trained staff to use front desk operational software. Assisted hotels configure software to work with external interfaces remotely via phone and on location. Worked with development, legal, and IT PMO to research and deploy an inventory management system with external vendors. Primary duties:• Preparing hotels and coordinating with the training department throughout the conversion.• Facilitating hardware orders and POS software license purchases.• Assisting trainers in the field when converting hotels to our Brand.• Performing Remote installations of Front Office POS. Additional achievements:• Managing a sales incentive project as part of an organizational goal which required all of our franchisees to convert from one Profit Management System (Profit Manager) to our new system (choiceADVANTAGE)• Facilitated the roll out of custom reservation delivery interface (PMSi) to hotels using Micro’s Opera and the Cenium Profit Management Systems.• Coordinated installations with international controlling offices and vendors in countries across the world, including: Australia, New Zealand, Great Britian and France.

North Bethesda, Maryland, Us

In these two roles (level 1 and level 2) my primary duties were:• Supporting franchisees using our two Profit Management Systems (Profit Manager and choiceADVANTAGE) • PMS functionality and Hotel Operations• Computer, printer and other hardware networking; • PMS and corporate reports; • Vendor interfaces (PBX, Voicemail, Call Accounting) Additional achievements include:• Exhibiting performance excellence and superior customer services skills. • Assisting with the training of new hires and mentoring fellow coordinators. • Encouraging conversations throughout the entire property support department and organized constructive ideas for improvements which were then presented to management.• Extracting and analyzing call trends using our SQL server based ticket tracking system, AR Remedy.• I wrote nearly 140 new Knowledge Base pages, updated many more and assisted fellow coordinators to create, update or submit their own in order to meet department goals.

Associate Of Arts And Sciences (Aas), Business/Commerce, General

Education record