PETER O. OLAREWAJU
Support Team Lead at Kindred Powered by Ocado- Claim this Profile
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Bio
Credentials
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Professional scrum Master I
Scrum.orgJun, 2022- Oct, 2024 -
Scrum Master Certified (SMC)
International Scrum Institute™Jun, 2019- Oct, 2024 -
Microsoft Certified Professional
MicrosoftMay, 2009- Oct, 2024
Experience
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Kindred Powered by Ocado
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United States
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Automation Machinery Manufacturing
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100 - 200 Employee
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Support Team Lead
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Sep 2021 - Present
• Monitored Robots in operation and timely resolution of incidents.• Ensure correct measurement and achievement of key performance indicators (KPIs)• Managed seamless operations by conducting and overseeing the performance management process, team collaboration, work schedules and training• Acted as the first point of escalation for all high-level incidents• Delivered problem-solving and trouble-shooting solutions in response to software and hardware issues• Incident ticket monitoring and cleanup.• Liaising with other core competencies to ensure that all policies and procedures are in line with standard operations.• Team management and development.• Bug detection and escalation.• Active monitoring and career development of team members, by setting up retros and conducting regular one-on-one meetings.• Reviewing, updating and creating new Standard Operating Procedures (SOP) for resolving incidents.• Evaluate team member performance and Metrics.• Ad hoc projects - lead and participate in business unit projects.• Keep Robots fully operational during peak periods. Show less
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Product Support Specialist
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Oct 2019 - Sep 2021
• Provide first-line support to the fleet of robots through active monitoring and responding to help requests made by the robot.• Troubleshoot and tested client-reported product defects and liaised with software engineers for fixes.• Develop a deep understanding of Kindred products and tools to understand, respond to, and resolve issues.• Captured client feedback, recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.• Analyzed and applied technical information from standup with engineers, Robot pilots and support team members.• Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.• Documented customer interactions and performed troubleshooting in Freshdesk and Jira.• Collaborated with tier 3 to troubleshoot and resolve escalated problems.• Participate in special projects to improve product performance and customer satisfaction.• Collaborate with additional support team members to support, troubleshoot, and resolve incidents.• Identified, triaged and escalated issues to internal personnel along with a clear outline of problems and technical detail.• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Show less
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Lagos State Government
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Nigeria
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Government Administration
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700 & Above Employee
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Senior Computer Support Specialist - (Team Lead)
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Aug 2015 - May 2019
• Prepare enterprise-level evaluations of software/hardware, and recommend improvements or upgrades.• Confer with staff, users, and management to establish requirements for new systems or modifications.• Develop training materials and procedures, or train users in the proper use of hardware or software • Track tickets created by Level 2 support and ensure timely resolution of Incidents• Liaison between the business and vendors; Drive the resolution process for significant hardware/software defects• Read technical manuals, confer with users, and conduct hardware diagnostics to investigate and resolve problems, provide technical assistance and support as required• Maintain records of daily data communication transactions, problems and actions taken Show less
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Technical Support Specialist
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Aug 2011 - Jul 2015
• Oversee the operation of computer hardware systems and its Peripherals, including high end smart card Printers• Respond to program error messages by detecting and resolving issues within SLA Resolutions time• Record information such as computer operating time, problems that occurred, and actions taken.• Using reporting software/programs to load and translate data into graphs • Help programmers and systems analysts test and debug new programs.• Load peripheral equipment (Smart Card Printers) with selected materials (such as Ribbons,PVC Cards etc.) for operation and oversee equipment functioning. Show less
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Education
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National Open University of Nigeria (NOUN)
Post Graduate Diploma - PGD, Information Technology -
National Open University of Nigeria (NOUN)
Master of Science - MS, Information Technology -
Olabisi Onabanjo University(O.O.U)
Bachelor of Applied Science - BASc, Zoology/Animal Biology
Community
