Jacob Barrera
San Antonio
Summary
Dynamic Customer Service Agent with a proven track record at American Airlines, excelling in Tier 1 support and remote troubleshooting. Expert in POS systems and secure Wi-Fi connectivity, I effectively resolved passenger inquiries, enhancing satisfaction and loyalty. Strong communicator with a focus on achieving operational efficiency and compliance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Agent
American Airlines
06.2022 - 11.2025
- Tier 1 technical support using reservation systems
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Remote troubleshooting and system access management
- Deployment and configuration of system environments
- Resolved passenger inquiries and complaints efficiently.
Bar Experience Specialist
Flix Brewhouse
10.2021 - 06.2022
- POS and ERP system integration
- Mobile POS deployment and secure Wi-Fi setup
- Developed training materials and guides for efficient bar operations.
- Assisted in inventory management, tracking supplies, and ordering stock as needed.
Records Clerk
Bexar County
04.2021 - 10.2021
- Digitized 5,000+ government records
- Database validation and document processing
- Managed comprehensive filing systems, both electronic and paper-based, ensuring easy accessibility and organization.
- Oversaw the digitization of paper records, significantly reducing physical storage needs.
- Maintained records of materials using logbooks or computers and generated computerized reports.
Guest Experience Specialist
Santikos Entertainment
05.2016 - 06.2021
- POS troubleshooting and technical support
- Facilitated guest interactions to enhance overall entertainment experiences.
- Provided detailed information about services and events to guests.
- Promoted special events, packages and discounts to encourage repeat business.
Education
Bachelor of Science - Computer & Information Technologies
South Texas College
McAllen, TX08-2026
Associate of Arts - Business
Northwest Vista College
San Antonio, TX01.2018
Skills
- Windows
- MacOS
- Python
- C
- SQL
- Tier 1 support
- Remote troubleshooting
- System access management
- Secure Wi-Fi connectivity
- Device configuration
- Microsoft 365
- POS systems
- Reservation systems
Certification
Google IT Support Professional Certificate
Languages
Spanish
Professional
Timeline
Customer Service Agent
American Airlines
06.2022 - 11.2025
Bar Experience Specialist
Flix Brewhouse
10.2021 - 06.2022
Records Clerk
Bexar County
04.2021 - 10.2021
Guest Experience Specialist
Santikos Entertainment
05.2016 - 06.2021
Bachelor of Science - Computer & Information Technologies
South Texas College
Associate of Arts - Business
Northwest Vista College