Christopher Reynolds
Pittsburgh
Summary
Accomplished Application Systems Analyst with expertise in enterprise systems analysis and incident management at Duquesne University. Enhanced application support by reducing repeat incidents by 20% through root-cause analysis. Skilled in vendor coordination and end-user training, delivering high-quality service and technical accuracy. Proficient in JAMF and ITSM tools, ensuring seamless operations.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Application Systems Analyst II
Duquesne University
09.2021 - Current
- Serve as primary support owner for multiple enterprise applications (academic, administrative, and business systems).
- Resolve Tier 2–3 incidents, managing 25–35 tickets weekly while consistently meeting SLA targets.
- Perform root-cause analysis, reducing repeat incidents by ~20–30% through configuration fixes and process improvements.
- Partner with vendors and internal teams on upgrades, patches, and release testing to ensure minimal disruption.
- Support Apple/macOS environments using JAMF for device enrollment, policy enforcement, and troubleshooting.
- Develop and maintain documentation and training materials, reducing common issue requests by ~15%.
Support Analyst II
Duquesne University
07.2018 - 09.2021
- Delivered Tier-2 application and systems support across institutional software portfolio.
- Improved resolution time by streamlining triage workflows and escalating issues with complete technical context.
- Supported hundreds of end users annually with technical accuracy and high-quality customer service.
- Trained and mentored new analysts, accelerating onboarding and improving team knowledge consistency.
- Contributed to knowledge base, standardizing solutions and reducing duplicate tickets.
Grounds Crew Member
Duquesne University
Pittsburgh
06.2005 - 07.2018
- Maintained campus grounds by mowing, trimming, and edging lawns regularly.
- Operated landscaping equipment to enhance aesthetics of university facilities.
Education
Bachelor of Science - Computer Technology / Computer Systems Technology
Duquesne University
07-2020
Associate Degree - CAD/CADD Drafting & Design
Triangle Tech
01-2006
Skills
- Application Support & Troubleshooting
- Enterprise Systems Analysis
- JAMF / Apple Device Management
- Incident & Problem Management
- Root-Cause Analysis
- Vendor Coordination
- End-User Training & Documentation
- ITSM / Ticketing Systems (ServiceNow, Jira)
- MacOS & Windows Environments
Certification
JAMF Certified Technician
Timeline
Application Systems Analyst II
Duquesne University
09.2021 - Current
Support Analyst II
Duquesne University
07.2018 - 09.2021
Grounds Crew Member
Duquesne University
06.2005 - 07.2018
Bachelor of Science - Computer Technology / Computer Systems Technology
Duquesne University
Associate Degree - CAD/CADD Drafting & Design
Triangle Tech