Adnan Hussain

Route 101

Softcat

Providing technical solutions for various AWS services for our managed service customers.
I've made use of the following services and took on various responsibilities within this role:

• AWS - Lambda, EventBridge, IAM, SNS, SES, S3, EC2, VPC, Route53, RDS, Systems Manager, Patch Manager, Config, CloudWatch, CloudTrail, Identity Center
• Amazon Connect SME
• Terraform
• Python
• Git/Github/Github Actions
• Managed Services
• ServiceNow
• ITIL v4

Providing technical solutions for various AWS services for our managed service customers.

Promoted to Senior AWS Cloud Engineer in January 2025.

Mission Labs

Designed and implemented omni-channel contact centre solutions using Amazon Connect with a key focus on CX (Customer Experience). I’ve worked with the biggest customers at Mission Labs and mainly worked on projects where I’ve lead the build of intelligent web chat solutions running on Amazon Connect and utilising other services such as Amazon Lex, Lambda & DynamoDB on the back end. This was all tied in with SmartAgent on the front end.

I’ve been grateful to have had a varied work experience during my time at Mission Labs. From doing my core role, building contact centre solutions, to getting involved with designing/re-designing our customer's AWS setups, pre-sales and proof of concept work showing off the SaaS product, SmartAgent.

I've made use of the following services within this role:

• Amazon Connect
• Amazon Lex
• DynamoDB
• Lambda
• S3
• CloudFormation
• Terraform
• CloudWatch
• CloudFront
• Route53
• IAM
• Cognito
• Quicksight
• Athena
• Grafana

Infor

• Worked with Infor’s products, M3 Tech & CLM (Customer LifeCycle Management) product lines.
• Provided application & technical support to customers via WebEx/Infor Xtreme Portal.
• Managed our internal environments (TEST, DEV & PROD) by continuously monitoring for errors/CPU heap usage, testing/troubleshooting, applying new fixes as and when released.
• Used SQL Server to maintain/upgrade internal database and debug issues on the customer side through queries.
• Provided configuration and maintenance support for ElasticSearch.
• Primary support liaison between the company and customer, working closely with our CloudOps and DevOps internal teams to provide solutions to incidents.
• Used Sumo logic to proactively monitor and view logs for potential issues that may occur in our Multi-Tenant cloud customers live environments.
• Handled and assisted customer P1 (Production Down) incidents with immediate WebEx/Zoom support.
• Additional testing and troubleshooting with means of remote desktop to customer environments via Thycotic Secret Server.
• Proactively kept customers informed of how and when problems are resolved. Also created KB articles for each incident and in other cases created a defect tickets for incidents where product defects were noticed. This would be created as a JIRA ticket and passed on to the QA/Dev team to further assess.
• Continued to always develop knowledge in specific Infor cloud suite and operating environments.

G4S

1st & 2nd Line support for Electronic Monitoring Systems contracted by the Ministry of Justice (MoJ).

• Experience using Active Directory to manage user accounts
• Troubleshooting and solving end user Citrix issues
• MSSQL to run queries and analyse customer data
• Executed updates/patches to virtual machines
• Nagios to monitor/manage system events
• Managed VMware environments and ensured that they were running as expected
• Managed incidents and problems via iTop
• Utilised ITIL as part of service management and followed the best practices to fulfil SLA’s
• Created and managed JIRA tickets for incidents escalated to 3rd line support.

Manchester Metropolitan University