Matt Nayler Email & Phone Number

Northampton, Gb

Northampton, Gb

Milton Keynes, England, United Kingdom

Leading a team at Volkswagen Group UK in developing and modernising systems to streamline theonboarding and offboarding processes for Dealers and Authorised Repairers. This involves creating andimplementing a new, user-friendly dealer database and contract management solution that transformsour dealer lifecycle management and enhances data integrity. By integrating automated workflows andadvanced technologies such as AI and large language models (LLM), we have optimised datamanagement and improved system efficiencies across the organisation.Key responsibilities and achievements:● Modernising Dealer Systems - Spearheading the development of a new unified, digital-first portalthat automates workflows and simplifies approvals, making dealer lifecycle management moreefficient and consistent across all six brands and over 1,100 dealer and authorised repairer sites inthe UK.● Data Integrity Enhancement - Developing and controlling the central dealer information databaseto ensure data integrity, accessibility, and reliability, reducing the need for technical skills andminimising errors and miscommunications.● Contract Management - Implementing a secure document management system and integratede-signature solution for end-to-end management of retailer contracts, streamlining the electronicdelivery of agreements to investors.● Team Leadership - Leading the Dealer Agreement Coordinators to provide excellent customerservice and meet network growth deadlines, while overseeing contracting and system setups for alldealers.● Continuous Improvement - Driving continuous improvement by challenging existing policies anddeveloping more efficient, digital-first processes for dealer system setups and agreements.● Compliance Reporting - Enhancing compliance reporting capabilities to allow Volkswagen Grouprepresentatives to effectively audit retail partners, ensuring adherence to company standards andregulations.

Milton Keynes, England, United Kingdom

Provided essential support and maintenance services for Sales and Aftersales applications in the UK &Ireland for Volkswagen group brands. Primarily set to Investigate and resolve incidents, fulfil requests,and monitor performance.Elicited and documented business requirements, analysed existing processes, and developed optimisedsolutions to enhance operational efficiency and user experience. Additionally, involved in identifying andresolving problems throughout the information system lifecycle, including classifying and prioritisingissues, taking action, and finding solutions to prevent future incidents.Analysed incident trends, relay effective information on problem management, and provide guidance toless experienced colleagues. Finally, supporting project activity by sharing knowledge of applications andprocesses and helping users with testing.

Milton Keynes, England, United Kingdom

Led the successful migration and integration of 40+ applications for Bentley Motors, utilising Agile projectmanagement methodologies to ensure timely delivery and stakeholder satisfaction.Planned and coordinated the smooth and orderly transition of IT services from one support team toanother. Managing the risks associated with a transition and communicating with internal and externalstakeholders through regular check-in and process meetings.Worked closely with both technical and non-technical teams to develop and implement the transitionplans, identify and mitigate any risks, and ensure that all activities are completed on time and withinbudget.

Milton Keynes, England, United Kingdom

Provided end-to-end support for the Rascal iOS and Android app deployed across supermarkets andmainstream newsagents in the UK and Ireland. Collaborated with newspaper and magazine wholesalersand retailers to reconcile daily deliveries and returns, contributing to a significant reduction in shrinkage.● Delivered exemplary technical support to internal users, handling business-as-usual issues, datacorrections, and providing reporting and analytics for external partners and stakeholders.● Managed day-to-day support for end-users and customer administrators within agreed SLAs.● Administered Microsoft Windows Server and Azure environments, ensuring optimal performanceand uptime.● Supported iOS and Android applications and hardware, including MDM solutions through DesktopCentral and SOTI.● Executed Microsoft SQL Server scripting and administration for effective data management.● Conducted data analysis and reporting to inform strategic decisions.● Provisioned and administered SaaS applications such as Microsoft Office, SharePoint, Slack, Teams,Zoom, Jira, and Confluence.● Led bug triage and reporting, enhancing application stability and user experience.● Facilitated UAT testing and app deployment, ensuring smooth rollouts.● Authored documentation and managed the knowledge base, improving user self-servicecapabilities.● Oversaw internal hardware, software, and user provisioning processes.● Managed external hardware partnerships for in-store hardware support.● Maintained office hardware, including meeting room AV equipment, to support seamlessoperations.

Milton Keynes, England, United Kingdom

● Led daily change control reviews with senior management, application development, IT support,business intelligence, and database administration teams.● Redefined incident management processes and protocols in line with industry standards andbusiness requirements, incorporating agile principles for rapid response and resolution.● Implemented Atlassian OpsGenie into the existing Jira environment, streamlining incident trackingand resolution within the agile framework.● Conducted post-incident reviews with relevant teams, agreeing on and implementingimprovements to ensure continuous enhancement of processes.● Facilitated agile deployment of updates and fixes, ensuring accurate and prompt completion ofdata and technical changes.

Milton Keynes, England, United Kingdom

Led a complete overhaul of end-user and support desk documentation for Oracle Retail BrandCompliance.Empowered non-technical users by simplifying complex system information, resulting in asignificant reduction in helpdesk service requests.Collaborated with cross-functional teams to ensure documentation accuracy and relevance duringthe launch of a new ticketing system.

Milton Keynes, United Kingdom

Supported over 170 global retailers by providing comprehensive applications and systems supportfor both front-end and back-end operations.● Streamlined client integration processes as part of Oracle’s specialist Premier Support team, actingas a one-stop shop for all application and core system integration needs.● Assisted customers with initial setup, configuration, troubleshooting, and interfacing with Oracletechnologies and third-party systems.● Enhanced incident management by implementing effective bug triage and QA practices using toolslike MyOracle Support, Bugzilla, and Jira.● Authored documentation and managed knowledge bases (Oracle Beehive, Confluence), leading toimproved customer self-service and a reduction in support requests.● Conducted customer training and one-on-one tutorials, improving user proficiency and satisfaction.● Experienced in working within PCI-DSS security environments, ensuring compliance and datasecurity.Optimised system performance through:● Windows Server administration using SCCM.● Command-line and PowerShell scripting.● Virtualization with Oracle VirtualBox and VMware.● Database administration and repair (Oracle DB, Microsoft SQL Server, MySQL).● Critical system monitoring with Kaseya VSA and ThousandEyes.

Milton Keynes, United Kingdom

Applications support to over 30 retailers for both front and back end systems. Primarily dealt with escalations from the help desk regarding more time-sensitive or complex issues both with software and hardware. Provided guidance for both internal & 3rd party engineers in addition to helpdesk staff.- Day-to-day support for both end users and customer administrators within agreed SLA- Database administration and repair (Microsoft SQL Server)- Bug triage, reporting & QA (BugDB & Bugzilla)- Escalated issues to Third Line Support- New software and update deployment- Hardware and networking support to stores- Customer training and one-on-one tutorials- Knowledge base management

Milton Keynes, United Kingdom

First point of contact for all Point of Sale related queries for 30 different retailers. Hardware & software triage before progressing onto higher levels of support. Analysed, troubleshooted and resolved issues varying from database corruption to hard drive failure & networking issues.Logged and manage support requests received via telephone and email from external customers & 3rd Party onsite engineering teams. Escalated priority issues onward to higher levels of support and management.

Milton Keynes, United Kingdom

Client facing product support, assistance and repair. The primary goal of the position was to best enable clients to make the most of their technology through simple, impartial advice with jargon-free and accurate tutorials.Client device repairs were undertaken from a range of mobile phones, tablets & laptops as an additional service or under warranty. Achieved a personal 98% customer satisfaction rate from clients. Ranking as one of the highest engineers in the country.

Assisted in the general day to day running of the Hayes Superstore. This included Training and managing staff and merchandising the store to set standards. Was also tasked instore to ensuring the store ran to optimal operational standards set out by the area and central management.Finally, among other things, was set to manage key performance indicators within to the store to attain set targets.

Ran the general day to day running of the Princes Risborough store. This included Training and managing staff and merchandising the store to set standards. Was also tasked instore to ensuring the store ran to optimal operational standards set out by the area and central management.Finally, among other things, was set to manage key performance indicators within to the store to attain set targets.