Open to opportunities

Owen Lake

@owenlake

I lead telecommunications support operations, improving network reliability, SLA performance, automation and engineer capability.

United Kingdom

Message

What I'm looking for

I'm looking for a technical support or operations leadership role where I can improve service reliability, develop engineers, automate processes and use operational insight to strengthen customer outcomes.

I've spent 15 years at Giacom progressing from connectivity assurance into managing an 11-person second-line team supporting around 5,000 technology partners. I owned 1,500–2,000 monthly faults while maintaining 95%+ SLA performance, reducing escalations by more than 90%, and developing a team with seven years of zero voluntary turnover.

Now at 5G Communications, I investigate complex second- and third-line networking, connectivity and infrastructure faults. I combine hands-on troubleshooting across routers, switches, firewalls, Linux and wireless platforms with practical automation, reporting and coaching that helps teams resolve issues faster and work more independently.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

5G Communications

May 2026 - Present (4 months)

Provides second and third-line escalation support within a telecommunications environment, investigating complex networking, connectivity and infrastructure faults. Configures and troubleshoots routers, switches, wireless access points, firewall rules and network-security settings.

DrayTek TP Link Linux SSH Putty Firewalls Network Security

Education

Degrees, certifications, and relevant coursework

Southampton Solent University

Bachelor of Science, Computing

BSc Computing degree covering networking aligned with Cisco frameworks, computer architecture, cybersecurity principles, business continuity, programming, database management, and web development.