Summary
Overview
Work History
Education
Skills
Timeline
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Jacob Wilke

Beavercreek

Summary

Dynamic Help Desk Manager with a proven track record at The Greentree Group, leading a team of 25 to enhance issue resolution rates to over 90%. Skilled in strategic planning and detailed documentation, I successfully spearheaded cross-training initiatives, fostering collaboration and efficiency across teams while ensuring exceptional end-user support.

Overview

4
4
years of professional experience

Work History

Help Desk Manager

The Greentree Group
05.2023 - 04.2025
  • Served as Help Desk Manager, directing a team of 25 analysts in the daily mission of providing support for 11 Air Force financial systems, with a combined user base of over 500,000 members.
  • Communicated guidance to the Help Desk team on system updates, system error fixes, and training schedules.
  • Through concentrated training efforts, improved the Help Desk’s on-call issue resolution percentage from ~75% to over 90% annually.
  • Carried out annual employee reviews, providing professional feedback and guidance to ensure that the Help Desk was operating at peak efficiency.
  • Directed by Air Force client to spear-head cross-training efforts between separate Help Desk teams. Goal of fully combined Help Desk completed within 6 months, 3 months earlier than requested completion date.
  • Responsible for the annual access review of Air Force financial systems users in 2021, 2022, 2023 & 2024. Each review was accomplished by requested end-dates.

Help Desk Analyst

The Greentree Group
01.2021 - 05.2023
  • Provided technical support for software and hardware issues, ensuring timely resolution and user satisfaction.
  • Documented and tracked incidents using ticketing systems to enhance service delivery efficiency.
  • Assisted users with system navigation, troubleshooting applications, and resolving connectivity problems.
  • Collaborated with cross-functional teams to identify recurring issues and recommend proactive solutions.

Education

High School Diploma -

Wayne High School
Huber Heights, OH

Skills

  • Detailed documentation
  • End user support
  • Ticketing system proficiency
  • Remote support
  • Helpdesk support coordination
  • Teamwork and collaboration
  • Time management
  • Decision-making
  • Task prioritization
  • Project leadership
  • Strategic planning

Timeline

Help Desk Manager

The Greentree Group
05.2023 - 04.2025

Help Desk Analyst

The Greentree Group
01.2021 - 05.2023

High School Diploma -

Wayne High School

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