Mercedes Griffin
About Mercedes Griffin
Mercedes Griffin is a Help Desk Analyst at Black Box in Plano, Texas, where she manages first-level inquiries and escalations. She has a background in computer user support and exercise science, and has contributed to improving service delivery operations.
Work at Black Box
Mercedes Griffin has been employed at Black Box as a Help Desk Analyst since 2022. In this role, she manages first-level inquiries and escalations, ensuring that issues are resolved throughout the ticket life cycle. Her responsibilities include providing technical support and improving client experience through effective service delivery. She has contributed to the automation of daily operations, which has enhanced the efficiency of service delivery.
Education and Expertise
Mercedes Griffin has a diverse educational background. She studied at Southern Illinois University, Carbondale, where she earned a Bachelor of Science in Exercise Science from 2011 to 2015. In 2022, she completed a Coding Workshop at SheCodes, which lasted for 11 months. Additionally, she studied at ACI Learning, achieving a certification as a Computer User Support Specialist in 2022. Her education equips her with a blend of technical and analytical skills applicable in her current role.
Background
Prior to her role at Black Box, Mercedes Griffin worked as a Substitute Teacher for the Dallas Independent School District from 2017 to 2018. This experience provided her with valuable skills in communication and problem-solving, which she now applies in her technical support role. Her transition from education to IT reflects her adaptability and commitment to professional growth.
Achievements
In her current position, Mercedes Griffin has played a key role in automating day-to-day service delivery operations, which has significantly improved the client experience. She has also developed recommendations to enhance methodologies and processes for Service/MAC services, showcasing her ability to contribute to operational improvements within her organization.