Open to opportunities

Richard Mayfield

@richardmayfield

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Customer support specialist and IT service lead improving user experience and resolving complex issues.

United States

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What I'm looking for

I seek a customer-focused IT role where I can lead support operations, improve processes, mentor teams, and drive measurable service improvements.

I am a customer support specialist with over 15 years delivering technical and operational support across enterprise environments. I lead incident management, maintain SLAs, and partner with engineering and cybersecurity teams to ensure timely resolution.

In my most recent role I led support for 3,500+ users across 250 programs, managed tickets and change requests in ServiceNow, and developed training and communication materials to improve user experience.

Previously I served in operations, requirements, network, and systems administration roles where I created SOPs, dashboards, documentation, and mentored team members to foster service excellence.

I hold a B.S. in Information Systems and an ITIL v3 Foundations certification, and I am committed to professionalism, empathy, process improvement, and measurable results for customers and stakeholders.

Experience

Work history, roles, and key accomplishments

Project Lead

Defense Information Systems Agency

Apr 2023 - Sep 2025 (2 years 5 months)

Led customer support for 3,500+ users across 250 programs, managed incident tickets and change requests in ServiceNow, and developed training and communication materials to improve user experience and resolution times.

ServiceNow Incident Management Change Management Training Development Customer Support Cybersecurity Collaboration SOPs

Requirements Analyst

Peraton

Jun 2022 - Apr 2023 (10 months)

Maintained RM/SiS requirements database, linked requirements for traceability, collaborated with stakeholders to ensure testable criteria, and created and maintained baselines.

Requirements Management Traceability Documentation

Operations Lead

Peraton

May 2016 - Jun 2022 (6 years 1 month)

Oversaw daily operations and customer support for enterprise virtual desktop systems, maintained SLAs, managed ticket queues, created SOPs and dashboards, and trained team members to improve service performance.

SLA Management Ticketing Systems SOP Development Dashboarding Team Leadership

Junior Network Engineer

AT&T

Jun 2014 - Apr 2016 (1 year 10 months)

Provided network and customer support for enterprise clients, troubleshot connectivity issues, and improved documentation to reduce service response times.

Customer Support Documentation Connectivity Diagnostics Windows OS Ticketing

Systems Administrator

DMI

Jul 2012 - Jun 2014 (1 year 11 months)

Delivered Tier 2 technical support for end users, resolved hardware/software issues, communicated with customers to restore service, and mentored junior technicians.

User Support Mentoring Windows OS Service Desk Documentation

System Administrator

CACI

Jan 2009 - Dec 2012 (3 years 11 months)

Provided Tier 1–2 support and service desk functions, created user documentation and troubleshooting guides, and maintained SLAs while acting as team lead when needed.

Service Desk Tier 1 Support Documentation Troubleshooting SLA Management Desktop Support