Annie Barco

Infrastructure Analyst

DATAICO

May 2025 - Current (1 year)

As an Infrastructure Analyst, I proactively monitored IT infrastructure systems, identifying anomalies and performing vulnerability assessments by analyzing system weaknesses and reviewing exposure levels. I collaborated with technical teams to implement remediation actions aligned with security best practices, while maintaining updated and structured infrastructure documentation to ensure compliance with ISO 27001:2022 standards. My role involved monitoring and ensuring compliance with key security metrics and technical controls, generating periodic compliance reports, and identifying opportunities for continuous improvement in alignment with ISO 27001:2022 standards. I administered user roles and access in applications, ensuring adherence

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IT Store Support Especialist

BPO LABS - PetSupermarket

Aug 2024 - May 2025 (10 months)

Provided remote technical support to PetSupermarket stores in the U.S., troubleshooting a wide range of devices and IT equipment. Managed, maintained, and troubleshot network equipment, including routers, switches, and access points, ensuring optimal performance and uptime. Administered user accounts and resources in Microsoft Azure. Logged, tracked, and resolved incidents and service requests through a ticketing system. Collaborated with internal IT teams to ensure service continuity and contributed to process optimization and documentation. Additionally, utilized office tools effectively to enhance remote support capabilities, ensuring efficient communication and documentation throughout the support process.

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Representative Agent

Teleperformance - Stanley Black & Decker Campaign

Apr 2024 - Aug 2024 (5 months)

Identified customer needs and provided effective solutions to product-related issues. Handled inbound calls, emails, and chats, ensuring a positive customer experience. Assisted clients with warranty claims, and product information. Managed support tickets using Zendesk, maintaining accurate records of customer interactions and resolutions.

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Engineering Intern

Popayán Mayor's Office - Systems Advisory Office

Aug 2023 - Dec 2023 (5 months)

As an Engineering Intern, I created service desk performance indicators and developed a monitoring plan to track and improve service quality. I designed an ITIL-based implementation strategy to optimize IT operations and align processes with best practices. Additionally, I supported the documentation and standardization of IT procedures within the organization. My project management skills were instrumental in enhancing the response metrics for IT incidents, ensuring that our service desk operations were not only efficient but also aligned with industry standards for information security, thereby contributing to a more robust IT environment.

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IT Service Desk Monitor

University of Cauca (Universidad del Cauca) - ICT Division

Mar 2023 - Apr 2024 (1 year 2 months)

Provided first-level technical assistance to university staff and students, addressing issues related to accounts, systems access, and IT services. Creation, restoration, and troubleshooting of institutional accounts and access credentials. Offered clear guidance on the use of institutional platforms and digital tools provided by the Technology Division. Prioritized and escalated incidents when necessary, ensuring timely resolution and high user satisfaction.

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Administrative Assistance

University of Cauca (Universidad del Cauca) - Faculty of Law

Aug 2021 - Jun 2022 (11 months)

Performed monitoring tasks in the General Secretariat, creating and managing structured databases using Microsoft Excel. Supported administrative processes by organizing institutional information and maintaining accurate records for internal use.

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