Summary
Overview
Work History
Education
Skills
Awards
Timeline
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Dylan Cowles

Dylan Cowles

Cheyenne

Summary

IT analyst with a polished skill set in optimizing systems to address dynamic needs, improve collaboration, and strengthen security. Dedicated to leveraging technical expertise and strategic thinking to drive efficiency and enhance overall performance.

Overview

9
9
years of professional experience

Work History

Player Support

Side.Inc
09.2024 - 09.2025
  • Monitored online chats, emails, and inbound calls from player support agents to verify compliance with responsible gaming procedures and policies.
  • Supported overall culture of service excellence by standardizing company goals and personnel performance expectations.
  • Ensured customers' queries were answered with the aim of a first-time resolution and ensuring all responses were provided with excellent attention to detail, care, and professionalism.
  • Ensured queries were responded to within our agreed response times and that all customer communications were dealt with to provide solutions as a priority.
  • Resolved all technical issues raised by customers by carrying out fault finding analysis and offering appropriate solutions that resolve the customers issue. Although the majority of the role is based on non-voice communications.

Information Technology Analyst

ANB Bank
05.2023 - 09.2024
  • Administered and maintained Microsoft Defender on end-user computing devices.
  • Provided backup and administration of physical and virtual server infrastructure and storage area networks.
  • Assessed business requirements to create focused solutions.
  • Improved systems with addition of patch compliance of software.
  • Interfaced with 3rd party contractors.
  • Provided recommendations for IT hygiene and Hardware/Software Lifecycle

Cyber Security Apprentice

Evolve Security Academy
04.2022 - 09.2022
  • Active Directory, Cloud Services (Such as AWS/Azure), Python vulnerability research, Use of multiple tools (Logstash, Kibana, Splitpea, Wireshark, etc.), Encoding and hashing, Windows hardening

General Manager

Gamestop
09.2016 - 07.2019
  • Formulated policies and procedures to streamline operations.
  • Leadership, Scheduling, Payroll, Understanding, acting, and filing monthly PNL, Hiring and Training.
  • Managed budget implementations, employee evaluations, and contract details.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Developed and implemented strategies to increase sales and profitability.

Education

High School Diploma - undefined

Creede JR/Sr High School
Creede, CO
05.2011

Skills

  • Leadership
  • Intermediate or Advanced experience with Microsoft Office
  • AWS
  • Windows Hardening
  • PC Imaging
  • HelpDesk support

Awards

FBLA President and Treasurer. From my highschool years I was voted president of the Future Business Leaders of America, ESCP. Awarded to those at Evolve who went above and beyond and passed the final given by Evolve.

Timeline

Player Support

Side.Inc
09.2024 - 09.2025

Information Technology Analyst

ANB Bank
05.2023 - 09.2024

Cyber Security Apprentice

Evolve Security Academy
04.2022 - 09.2022

General Manager

Gamestop
09.2016 - 07.2019

High School Diploma - undefined

Creede JR/Sr High School

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