Leanne Currier

Experience

• 

  Defense Health Agency (DHA)

  Oct 2013 - now

  •Successfully manages the operations, development projects, governance and financing of the MHS-SHD Program a ServiceNow Software as a Service (SaaS) which includes the following modules: Customer Service Management (CSM), Incident Management, Request Management, Change Management, Strategic Portfolio Management, and Agile Development. This program is the IT backbone for Military Treatment Facilities (MTFs) worldwide providing services to over 300,000 clinical staff whom serve military service members and retirees.•Directs platform enhancements by developing Integration Master Schedules (IMS) that forced discipline for on-time delivery of development projects, platform upgrades, and continuous cyber related activities.•Lead several cross-functional teams of contract developers, solutions architects, project managers, and system administrators that gathered requirements, authored Software Requirements Specification (SRS) documents, created design documents, developed, tested, and deployed a helpdesk solution for the General Fund Enterprise Business System (GFEBs).•Identified and solved problems, briefed leadership on multiple courses of actions, and led the effort to integrate multiple chat applications. Successfully deployed ServiceNow Virtual Agent Workspace/Chat in June 2023.•Investigated and presented cost saving alternatives to leadership regarding software licensing and now leads a team of 25 people that will transform the MHS-SHD software licensing model from a CSM/ITSM combined fulfiller license to an ITSM license for 8,700 IT fulfillers.•Headed the Demand Management team which created a Demand Management process for DHA customers to request new development and configuration, once successfully deployed, managed 69 small to medium development projects.•Supervisors a “tiger” team of system administrators and developers during MHS-SHD outages and provides SITREPs/Root Cause Analysis (RCA) communications to leadership. Show less •Delivered in-person/virtual instruction and designed and built all Information Technology Infrastructure Library (ITIL) training materials for BMC Remedy Action Request System (ARS) 8.1, an IT Service Management software suite with the following modules: Incident Management, Change Management, Task Management, Service Request Management (SRM), Knowledge Management, and SQL Reporting. •Planned, scheduled, and delivered remote training on Remedy ARS 8.1 via MS Teams to 76 Air Force MTFs and 51 Navy MTFs to transition them from small internal helpdesks to an enterprise helpdesk known as GSC.•Delivered in-person training to over 400 IT Support Personal at Walter Reed Medical Center in 4 weeks and led a contract and military cross-functional team to transition all Incident Management, Task Management, and Request Management workflows from their LANDesk system to the Remedy ARS 8.1 system.•Built the first Computer Based Training (CBT) video for the MHS GENESIS Program Office stand-up. •Lead a team of contractors in a massive remote global training effort throughout the DHA Enterprise to transition 9,000 MTF IT Support Personnel from Remedy ARS 8.1 to ServiceNow (MHS-SHD) during the pandemic.•Served as the Information and Operations Division (IOD) Manager of the MHS-SHD Service Catalog responsible for taxonomy, design, development, implementation, and management. For the successful roll-out, built Catalog Items using JavaScript and the Catalog Builder and authored SOPs, a style guide, and a step-by-step guide for requesting Catalog Items with a template spreadsheet for capturing requirements.•Lead design workshops, created User Acceptance Testing (UAT) scenarios, developed a training slide deck, and delivered 90% of the remote training for the implementation and adoption of the new MHS-SHD Scheduled Change Notification (SCN) system, a system for tracking and scheduling all infrastructure and software changes occurring in the DHA Enterprise. Show less

  • Program Manager Program Management Office

    Oct 2022 - now

  • ITSM Training and Awareness Team Lead, Global Service Center (GSC)

    Oct 2013 - Oct 2022