Jio Navarro - Product Support Associate - Thomson Reuters

Summary

Detail-oriented Technical Support Specialist with hands-on experience in Agile environments, providing end-to-end support for development teams, learners in Agile Dojo sessions, and customer-facing stakeholders, along with full software development lifecycle (SDLC) experience from requirements gathering and design to development, testing, deployment, and post-production support. Skilled in diagnosing and resolving complex application, infrastructure, and integration issues across frontend and backend systems, with strong expertise in CI/CD pipelines, automation workflows, and release management. Proficient in modern development and DevOps tools including Git, GitHub, Azure DevOps, Jenkins, and AWS, with additional exposure to security monitoring solutions such as Splunk, Sophos, and Fortinet. Experienced in engaging directly with clients to gather requirements, communicate technical solutions, manage expectations, and deliver high-quality service, while known for clear communication, cross-functional collaboration, and the ability to translate complex technical concepts for non-technical stakeholders to ensure efficiency, quality, and continuous improvement in Agile-driven environments.

Overview

4

Years of professional experience

7

Certification

Work History

Product Support Associate

Thomson Reuters

Taguig, Metro Manila, Philippines

09.2025 - Current

Provided technical support to clients, resolving product-related issues efficiently. (Westlaw Products, SAP, Salesforce, Admin Tools, Genesys)
Resolved client inquiries and technical issues through effective troubleshooting and product knowledge.
Collaborated with cross-functional teams to enhance customer experience and product functionality.
Developed and maintained knowledge base articles for improved self-service support resources.
Conducted product training sessions for new users, ensuring comprehensive understanding of features.

Application Systems Engineer

Weserv Systems International, Inc.

Taguig, Metro Manila, Philippines

01.2022 - 04.2025

Work Experience (Focused on Technical Support in Agile Dojo)

Provided technical support and mentoring in Agile Dojo environments, assisting developers(Junior, Mid, and Sr.), managers and BSEs with troubleshooting, debugging, and version control using React, Git, Azure DevOps, and AWS
Collaborated with Japanese and Malaysian cross-functional Agile teams to ensure smooth project sprint execution and technical alignment with business goals
Translated functional requirements into technical solutions, ensuring support coverage throughout development lifecycle
Delivered real-time assistance and technical guidance during Agile sessions to resolve blockers related to frontend/backend integration, API connectivity, and deployment
Documented technical issues, resolution steps, and knowledge base articles to improve future support efficiency and reduce downtime
Acted as technical liaison between development teams and stakeholders, clarifying support concerns and offering proactive solutions
Engaged in Agile mentorship, helping learners understand modern software practices, tools like GitHub CoPilot, and best coding standards

Notable Projects Supported:

Transaction Processing System – Supported encryption-decryption logging system (Java, HTML, Shell, Jenkins); assisted in release and issue resolution
Attendance & Man-Hours Report Generator – Provided technical troubleshooting and automation support (VBA)
ServiceNow AI Assistant – Offered backend assistance and user guidance for an internal AI-powered support platform (Python)
Agile Mentorship & Dojo Support – Assisted students with stack setup, Git/GitHub workflows, build pipeline integration, and issue triaging during live coding sessions
LinkedIn Learning Projects (Bench) – Completed cross-training and support simulations in Java, C#, PHP, HTML, Python, Oracle, SQL, and REST APIsLinkendIn Training Projects(Bench)

OJT Security Program

Experts Prime Academy

Makati City, Metro Manila, Philippines (Remote)

05.2020 - 07.2020

Exposed on different security solution.
Earned Security Certifications.
Learned Security practices from industry practitioners.
Trained by Security Experts and security solution providers.

Education

Bachelor of Science - Computer Engineering

Technological Institute of The Philippines

Manila

10-2021

Skills

End-to-End Development & SDLC: Proficient in supporting the full Software Development Life Cycle (SDLC), including requirements analysis, design, development, testing, deployment, and maintenance; skilled in diagnosing and resolving system, application, and integration issues across Agile environments, with hands-on experience in frontend/backend debugging (Java, React, HTML, PHP, CSS) and scripting (Python, Shell, VBA)
Agile Support & Communication: Provided technical support in Agile Dojo sessions, assisting teams and learners with tools, workflows, and mentoring; effective at translating technical issues to non-technical stakeholders
Customer service: Managed end-to-end customer support by logging and classifying inquiries in Salesforce/SAP, resolving technical issues across software and online platforms via Genesys, escalating cases when needed, and proactively updating customers to achieve high first-contact resolution

Tools & Workflow Management: Skilled in using Git, GitHub, Azure DevOps, Jenkins, Jira, Redmine, and Excel to support CI/CD pipelines, version control, and issue tracking
Cloud, Security & Automation: Hands-on experience in AWS, with basic exposure to Splunk, Sophos, and Fortinet; supported task automation via Power Automate and productivity scripting

Certification

AZ-100: Microsoft Azure Infrastructure & Deployment
Level 3 Business Agility Professional (Agile Methodology)
Sophos Certified Engineer (SCE)
Sophos Certified Technician (SCT)
Fortinet NSE1 & NSE2
Splunk Data Analytics
Security Awareness Level 1
P4P Top Performer of the Month - December

Languages

English

Bilingual or Proficient (C2)

Tagalog