Robert Lynn
Příbram
Summary
Proven Technology Services Engineer with a track record of enhancing system compliance and reducing vulnerabilities by over 90% at Accolade, Inc. Expert in technical documentation, I excel in fostering team collaboration and implementing innovative solutions. Skilled in hardware troubleshooting and technical writing, my approach significantly streamlines operations and cuts costs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technology Services Engineer I
Accolade, Inc.
Prague
09.2023 - Current
- Managed complete Mac fleet to ensure continuous software and OS compliance.
- Streamlined and implemented new protocols for Apple Mac updates, reducing vulnerabilities by over ten times.
- Designed and launched proprietary applications including a PDF merging tool, cutting down expenses on third-party services.
- Provided desktop support, user management, and offboarding services with high efficiency.
- Oversee ticketing systems to address technical problems swiftly.
- Facilitated collaboration between technical and non-technical departments for smoother operations.
Advanced Support Analyst
McKinsey & Company
Prague
11.2019 - 09.2022
- Actively contributed to ATS projects, working with peers in an agile environment
- Provided prompt troubleshooting for complex and challenging issues related to Workstation and mobile devices, applications, messaging, remote connectivity, Active Directory services, macOS, etc
- Against aggressive timelines
- Provided advanced support for overly complex workstation/mobile issues
- Interfaced with McKinsey's infrastructure support and development groups
- Regularly contributed to knowledge base as issues/solutions arose and validated technical content of knowledge created by peers
- Collaborated in the daily hand-over of issues with GHD Advanced Support Analyst colleagues in other regions
- Occasionally travelled to support events, migrations, roll-outs, etc
- In other countries and regions
- Actively partook in automation initiatives and tool enhancements
- Transferred knowledge via training and refreshers to first level support on new tools and other firm technical developments
- Involved in different projects with an Agile setup, helping with testing, knowledge creation and deployment
Global Helpdesk Specialist
McKinsey & Company
Prague
08.2016 - 11.2019
- Provided premium IT support to all McKinsey employees worldwide via phone, email and chat support
- Troubleshot OS and standard IT applications, LAN and WAN connectivity and HW issues related to PCs and mobile devices
- Resolved complex technical problems and provided timely and effective solutions
- Collaborated with other internal IT support and development teams on a daily basis
- Continuously contributed to the creation and improvement of knowledge as issues/solutions arose
PC Repair Technician
Prague
02.2015 - 07.2016
- Diagnosis, repair, servicing, and maintenance of a range of electronic items, mainly PCs, laptops, and games consoles, but also to a lesser extent mobile telephones, tablets, televisions, printers and photocopiers
- Telephone and remote support for a wide range of technical issues that don't require a physical presence to troubleshoot and solve
Copywriter
Reading
05.2014 - 01.2015
- Researching customers' needs using internet resources and supplied materials
- Discussing the client's expectations and showing knowledge both in the product and the customer's business
- Writing error-free content that accurately reflects the customer's requirements
- Working to tight deadline
- Effectively managing numerous accounts
Web Associate
hibu / Yell
Reading
01.2013 - 05.2014
- After-sales relationship with SME customers following the purchase of their website, through to setting it live
- Responsible for multiple contacts with the customer, plus the design, structure and writing of their website, making recommendations in order to get the site live
- Researching the customer's business and industry using available resources
- Taking the customer through a telephone consultation, overcoming objections and showing knowledge both in the product and the customer's business
- Writing error-free content that accurately reflects the customer's business
- Working to a tight deadline in a production environment
- Effectively managing numerous accounts
PC Engineer/Proprietor
Computer Hospital / Techfix
North Camp
01.2009 - 05.2011
- Diagnosis, repair, servicing and maintenance of a range of electronic items, mainly PCs, laptops, games consoles, but also televisions, printers and photocopiers
- Quickly became the most productive member of staff, and later took over the business when the owner passed away
Education
JAMF Certified Tech -
JAMF
01.2020
GCSE -
Collingwood College
Camberley, UK07.1995
Skills
- Technical reporting
- Feasibility analysis
- Schematic reading
- Product development
- Time management
- Critical thinking
- Agile methodologies
- Team collaboration
- Hardware troubleshooting
- Network configuration
Hobbies and Interests
- Designing, building, and repairing PCBs, with a focus on innovative and reliable electronics solutions.
- Exploring system virtualization and network optimization.
Certification
- JAMF Certified Tech – January 2020
Languages
English
First Language
Indonesian
Beginner
A1
Timeline
Technology Services Engineer I
Accolade, Inc.
09.2023 - Current
Advanced Support Analyst
McKinsey & Company
11.2019 - 09.2022
Global Helpdesk Specialist
McKinsey & Company
08.2016 - 11.2019
PC Repair Technician
02.2015 - 07.2016
Copywriter
05.2014 - 01.2015
Web Associate
hibu / Yell
01.2013 - 05.2014
PC Engineer/Proprietor
Computer Hospital / Techfix
01.2009 - 05.2011
JAMF Certified Tech -
JAMF
GCSE -
Collingwood College
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