JOHN MICHAEL SORIANO

· Participate or lead complex troubleshooting and incident resolutions with other infrastructure teams or vendors.

· Serve as a technical escalation point for complex troubleshooting and incident resolutions, collaborating with infrastructure teams or vendors to ensure timely resolution.

· Provide mentorship and guidance to junior team members, sharing expertise and promoting their professional

· development.

· Proficiency in designing, deploying, and administering Active Directory (AD) with a strong understanding of replication, trusts, and security. Extensive knowledge in Microsoft Azure, integrating Azure Active Directory (AAD) with on-premises AD, and Microsoft Windows Server. Strong experience in cloud server deployment and management.

· Lead the design and implementation of high-availability and disaster recovery strategies for Active Directory and Azure Active Directory environments.

· Experience in implementing and managing Azure AD Connect for directory synchronization and integration.

· Expertise in Group Policy Objects (GPOs) for efficient system configuration and management.

· Familiarity with multi-forest and multi-domain environments to ensure smooth operations and scalability.

· Strong understanding of AD Federation Services (ADFS), single sign-on (SSO), and secure authentication solutions.

· Proficiency in PowerShell scripting for automation and administration tasks in AD and Azure AD.

· Experience in implementing and managing hybrid identity solutions for seamless user authentication and access

• Streamlined service desk operations by delegating specialized tasks, enhancing response times and efficiency.

• Managed client feedback, ensuring swift resolution of complaints and coordination with relevant departments for advanced issue resolution.

• Conducted performance evaluations and client satisfaction surveys to measure and elevate service delivery standards.

• Formulated a comprehensive Service Improvement Plan, outlining risk mitigation strategies and best practices.

• Established standardized operating procedures to maintain consistency and order within the service desk team.

• Ensure customer satisfaction by responding to calls and chats to Service Desk
• Provide technical support to computer end users via the following methods: phone, chat, , or remote access
• Conduct 1st level problem determination using documented procedures and available tools
• Log, track, and close Incident Tickets and IT Service Requests in Service Now
• Record problem symptoms and status information in a timely manner to escalate and communicate with the appropriate IT staff
• Maintain and enforce company policies and standards regarding use of hardware, software and information resources
• Provide feedback to management concerning possible problems or areas of improvement
• Make recommendations to implement improved processes
• Perform other duties as assigned by management.

• Sourcing out system part and providing quotations to the company
• Answering queries from customers and transferring it to the company's CSR
• Provide the necessary data for sales through the company's system
• Monitor employee's monthly attendance and submitting it to the admin
• Defect life cycle from defect creation to resolution by application development and retest and closure.

• Monitor system units and system programs
• Troubleshoot problems relating to hardware issues
• Give monthly reports to the administrator
• Transfer details from hardbound files to the system data bank Build / develop automated scripts using Selenium (Java or C#)
• Execute automated scripts during regression test cycles in accordance with the agreed scope and schedule
• Troubleshoot, maintain and expand test automation suite using Selenium
• Accurate and timely reporting of test progress, risks & issues
• Responsible in maintaining the Selenium Framework.

• Delivered dynamic IT instruction through lectures, hands-on demonstrations, and interactive seminars, enhancing student engagement and learning outcomes.

• Conducted specialized tutorial sessions for students needing additional support, ensuring academic success across diverse learning abilities.

• Developed comprehensive teaching materials and meticulously crafted course outlines to streamline the learning process.

• Kept students abreast of cutting-edge technological trends, preparing them for success in the ever-evolving IT landscape.