Taran Diamond
Pleasant Grove,UT
Summary
Detail-oriented IT and CS Specialist with expertise in payment processing and multi-million-dollar merchant portfolio management. Combines deep CRM/ITSM knowledge with strong technical writing experience to optimize workflows, reduce repeat tickets, and consistently deliver 5-star customer outcomes.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist
National Processing
Orem, UT
11.2023 - 09.2024
- Provided comprehensive IT and customer support for the worldwide finance processing department, including ACH and credit-card payment processing.
- Managed backend operations, transaction reporting, rate reviews, chargeback management and PCI compliance across multi-million-dollar merchant portfolios.
- Utilized Salesforce to manage accounts and cases, ensuring accurate documentation and efficient case resolution.
- Developed and updated knowledge-base articles to streamline onboarding and support processes.
- Delivered high-quality customer service across phone, chat and email channels, earning over 50 five-star Google reviews.
Information Technology Generalist
The Church of Jesus Christ of Latter-day Saints
Salt Lake City, UT
02.2023 - 11.2023
- Provided specialized IT support to field specialists and unit leaders, troubleshooting proprietary software and hardware for users worldwide.
- Supported satellite and Wi-Fi connectivity, delivering solutions across 30-35 daily interactions in multiple time zones and languages via phone, chat and email member inquiries.
- Leveraged broad knowledge of Microsoft products (Office 365, SharePoint) to assist users effectively.
Web Designer
American Comfort Air
Lindon, UT
03.2022 - 11.2022
- Created, designed, and uploaded the original user-friendly website
- Collaborated with development team to ensure seamless integration of design and functionality.
- Managed contacts and updates for communication and security
Customer Service Representative & Team Lead
GSD
Salt Lake City, UT
09.2021 - 03.2022
- Managed Tier 1 and Tier 2 customer inquiries, including technical troubleshooting and account management.
- Served as team lead and assistant floor lead, mentoring new hires and coordinating queue assignments.
- Resolved escalated customer issues across various service queues.
Crew Member Cook
Iceberg Drive Inn
Pleasant Grove, UT
07.2020 - 01.2021
- Team Lead
- Updated and monitored social media account
- Operated fryers and grills to prepare high-quality food items efficiently.
- Designed various menu items and early promotional items
Crew Member
Taco Time
American Fork, UT
08.2019 - 07.2020
- Delivered exceptional customer service in fast-paced environment, ensuring satisfaction and repeat business.
- Operated kitchen equipment efficiently, maintaining high standards of food safety and cleanliness.
- Collaborated with team members to streamline order preparation process, enhancing workflow efficiency.
- Trained new crew members on operational procedures and best practices for customer interaction.
Apprentice HVAC Technician
American Comfort Air
Utah County
05.2019 - 08.2019
- Assisted technicians installing and maintaining heating and air-conditioning systems.
- Provided tools and onsite support
- Gained hands-on experience in mechanical systems and customer interactions.
Education
Political Science
Utah Valley University
Orem, UT08-2029
High School Diploma - undefined
American Fork High School
American Fork, UT05-2021
Skills
- Windows 10/11 and macOS (end-user support and troubleshooting)
- Microsoft 365 environment (user support and administration)
- Identity, Access & User Provisioning
- Password resets, MFA support, and access control
- Networking & Connectivity
- TCP/IP fundamentals; DNS and DHCP basics
- Wi-Fi troubleshooting (consumer and enterprise)
- VPN fundamentals; satellite internet basics
- IT Service Management & Ticketing Systems
- Zendesk, ServiceNow, Jira Service Management, Salesforce Service Cloud (CRM Software)
- Documentation, Knowledge Management & Training
- Knowledge base authoring, editing, and maintenance (~24 articles per role)
- Onboarding guides and internal documentation
- Creating long-term style guides and documentation standards including SOPs, workflows, and resolution trees
- Training
- Payments, Finance & Compliance
- Credit card processing systems
- ACH processing and ACH return handling
- Chargeback management and dispute workflows
- PCI compliance support and customer guidance
- Payment terminal and equipment troubleshooting
- Merchant account configuration and on-call guided support
LANGUAGES
English – Native/bilingual proficiency
Spanish – Limited working proficiency
Timeline
Customer Support Specialist
National Processing
11.2023 - 09.2024
Information Technology Generalist
The Church of Jesus Christ of Latter-day Saints
02.2023 - 11.2023
Web Designer
American Comfort Air
03.2022 - 11.2022
Customer Service Representative & Team Lead
GSD
09.2021 - 03.2022
Crew Member Cook
Iceberg Drive Inn
07.2020 - 01.2021
Crew Member
Taco Time
08.2019 - 07.2020
Apprentice HVAC Technician
American Comfort Air
05.2019 - 08.2019
High School Diploma - undefined
American Fork High School
Political Science
Utah Valley University
ADDITIONAL EXPERIENCE, PROJECTS & INTERESTS
- Acting & Theatre: Performed in productions such as “Cyrano de Bergerac,” “Diary of Anne Frank,” “Hamlet,” etc., honing communication and collaboration skills.
- Video Editing & Directing: Created short films and stage productions, demonstrating creative storytelling and technical competence.
- Literature & Writing: Passionate about literature analysis and writing, with experience in technical and freelance writing.