Jared Lahr Email & Phone Number

Denver, Colorado, United States

In my role as a Senior IT Support Specialist at Ulteig, I diligently ensured information security policies were followed, resolved IT infrastructure issues creatively, and collaborated with the IT team on Help Desk escalations for problem analysis and resolution. Additionally, I administered PC imaging and application deployment systems efficiently for user-requested applications.

Denver, Colorado, United States

Managed Level 2 Deskside Support teams in a fast-paced client environment of 22,000 end users. Maintained SLA/SLO performance by analyzing metrics for process and team improvement. Received high customer satisfaction scores for timely incident resolution and customer service experience. Supported team through one-on-one and team coaching, focusing on personal growth and team continuity. Led client projects for PC deployments to large groups of newly acquired employees and provided onboarding support. Served as an escalation point for complex situations and major incidents.

Denver, Colorado

Led multiple Level 2 Deskside Support teams in a demanding client environment of 30K end users. Maintained team performance by analyzing metrics for process and team improvement. Achieved high customer satisfaction scores through frequent one-on-one and team coaching sessions. Improved Level 2 support through the development and deployment of a remote support team. Served as an escalation point for complex situations and major incidents. Directed client business acquisition and decommission events, ensuring smooth transitions.

Denver, Colorado

Managed a regional IT Support team for North America for end-user phone and deskside IT support. Directed the process review and updating to fit the new business environment needs and the integration of URS Corporation to AECOM systems. Implemented the support best practices for the new service delivery team in the combined organization. Served as an escalation point for support staff and worked with other support departments in major incident events. Tested existing support tools and new technologies being introduced into the business. Actively engaged in Infrastructure/Active Directory integration projects, and office consolidations to combine the support teams and systems from 6 legacy business units into one IT organization that would support nearly 100,000 employees globally.

Greater Denver Area

Centralized the Service Desk for the Infrastructure & Environmental Division in the Americas by developing and customizing the new ITSM platform (Cherwell) for the needs of the Business within the IT Support structure; developed procedures for the single Call Center, interviewing and selecting Team Leads to closely manage Service Desk staff geographically across US and Canada, and developing a plan to implement the Service Desk in all the offices in the Division. This also included the management of 9 Team Leads and nearly 70 Service Desk staff.As Area IT Coordinator for the Mountain Region (CO, NM, AZ, NV, UT, ID, MT, WY) I assisted the Area IT Business Manager for the West/Pacific with specialized technology needs for business individuals, projects, offices, and regions. Other responsibilities of the role were to assist with annual IT budgets, resolve escalated IT issues, and develop work relationships in many levels of the Business.