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Richard Mayfield
Open to opportunitiesProject Lead
Customer support specialist and IT service lead improving user experience and resolving complex issues.
United StatesProject Lead at Defense Information Systems Agency
About
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
Project Lead
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.
ServiceNowIncident ManagementChange ManagementCustomer SupportCybersecurity CollaborationSOPsTraining and Development
Requirements Analyst
Maintained RM/SiS requirements database, linked requirements for traceability, collaborated with stakeholders to ensure testable criteria, and created and maintained baselines.
Requirements ManagementTraceabilityDocumentation
Operations Lead
Education
University of Maryland, Baltimore County
Completed a Bachelor of Science in Information Systems with coursework and projects focused on information systems and IT support.
Montgomery College
Completed an Associate of Arts in General Education providing foundational coursework across liberal arts and sciences.