JOEL V.

LLACAR, III
3374 Holly Grove Street ~ Thousand Oaks, California 91362
310-989-3745 pl10b427c@westpost.net

MARKETING SERVICES
Business Development * Business Analyst * Technical Support
Dedicated, decisive, and client focused Professional with proven skills accompli
shments in identifying a clients needs and requirements and researching the appr
opriate product, service, or solution. Collaborate with sales, technical teams,
and vendors on behalf of clientele; and deliver results to client over the phon
e or in writing. Motivational leader and active team contributor that trains an
d mentors others to ensure compliance with company policies, procedures, and cus
tomer service standards. Effective communicator that generates trusting relatio
nships through integrity and professional character.

PROFESSIONAL EXPERIENCE
DIGITAL INSIGHT, AN INTUIT COMPANY, Westlake Village 2006 - September 2010
Service and Support Representative
* Provide product and technical support for Online Banking to small and medium s
ized banks.
- Recognized for the ability to meet and exceed clients expectations in providin
g support for their systems.
* Utilize ability to multi-task in delivering service while maintaining departme
nt goals.
* Establish quick rapport with our clients and vendors; and serve as liaison wit
h other departments.
* Research resolutions to problems and provide reasonable set expectations when
addressing the client or business partner.
- Schedule and coordinate conference calls between other analysts, clients, and
vendors to assist in resolving an issue or challenge.
- Provide daily updates or follow-ups to clients.
* Accountable for updating online knowledge base with the most current informati
on; and oversee new processes and training manuals.
* Provide value to department by assisting and training others, and serving as m
entor for new employees in the use of our various applications, processes, and v
arious products.

TOYOTA MOTOR SALES, HQ, Torrance, California 2001 - 2006

2nd Level Support Analyst - Enterprise Systems, 2005-2006
* Engaged business owners and documented their specific support flow requirement
s.
* Identified numerous new methods for resolving common issues more efficiently.
- Developed web-based Lotus Notes Database of previously resolved issues; and cr
eated online documentation providing systematic resolution for knowledge transfe
r and faster project resolution within the team.
* Selected to develop and deliver standard and custom training to new hires and
new team members.
- Assumed task of maintaining database containing training documents, escalation
support flow diagrams, contacts, and screenshots of supported applications.
- Selected to provide training feedback used to develop e-learning interactive m
odules for enterprise-wide applications based on demonstrated ability to train b
oth technical and non-technical staff.
* Frequently selected to chair weekly team review meetings to discuss pending us
er issues, bugs, and status of client and server applications.
JOEL V. LLACAR, III Page Two

PROFESSIONAL EXPERIENCE
Continued
TOYOTA MOTOR SALES, (continued)
Application Support Analyst -Business Technology Solutions, 2002-2004
* Selected to serve as Subject Matter Expert (SME) for majority of applications;
and provided 2nd escalation point for end user problems and challenges.
* Ensured superior customer service and maintained constant contact between end-
user, 1st level helpdesk support, and numerous application owners / SMEs via pho
ne and email.
* Identified potential and pending enterprise-wide issues proactively that affec
ted users and created web-based alerts to all managers, IT analysts, help desk s
upport staff, and application owners.
- Advised them on alert, next steps, and current progress.
Application Support Analyst - Dealer Field Services, 2001-2002
* Provided 24x7 functional and technical support to Toyota and Lexus dealers thr
ough the Toyota VPN and secured Dealer Daily factory communication portal.
* Monitored and documented system and applications issues using Service Center P
eregrine.
* Administered access requests for Toyota online e-learning portal.
* Prioritized support issues or enhancement requests and escalated them to devel
opment team.
Contact Center Representative, 2001
* Created and documented technical issues using Service Center Peregrine.
* Gathered, reviewed, and analyzed technical issues received and assigned to app
ropriate 2nd and 3rd level support teams.
* Collaborated with help desk/desk-side support to ensure timely resolution on p
riority issues.

EDUCATION
UNIVERSITY OF PHOENIX, Gardena, California
Bachelor of Science in Business Administration, 2000

PROFESSIONAL DEVELOPMENT AND CERTIFICATIONS

* CALIFORNIA STATE UNIVERSITY LONG BEACH EXTENSION
- Training in IT Project Management (PMBOK training credit toward PMP), 2005
* COMPTIA
- Training in A+ and Network +, 2001
* MICROSOFT
- Microsoft Certified Professional (MCP), 2001
- Windows 2000 Pro, 2001
- Training in Microsoft Certified Systems Engineer (MCSE), 2000
* Additional Training - Delivering Outstanding Customer Service, 1999, 2000