Escalations & incidents
The tickets nobody else wants. Server, network, and access incidents worked to root cause — not just closed.
~/la/logan-grass · systems & infrastructure
Good infrastructure is invisible. I build it that way.
Systems administrator and infrastructure tech in Los Angeles. I live where users, endpoints, identity, and networks meet — fixing what's broken, automating what repeats, and documenting what's left so it stays fixed.
01 what I do
Systems, networks, and the people using them.
Networks & infrastructure
MikroTik, UniFi, VLANs, RDS, VoIP, cameras, fiber, racks, and full office buildouts — hands on the hardware.
Endpoints & identity
Windows, AD, GPO, BitLocker, Microsoft 365, Entra ID, Teams Rooms, passkeys, and YubiKeys in daily use.
Security in practice
MFA, firewall policy, VPNs, VLAN isolation, and backups — applied to real environments, not just checklists.
Automation
RouterOS scripts, PowerShell, Power Automate, PXE imaging — anything done twice by hand gets scripted.
Documentation & people
SOPs, handoffs, and plain-language explanations. A fix isn't finished until someone else can repeat it.
02 history
Help desk to infrastructure, one escalation at a time.
Service Delivery Specialist · onsite at Airborne Systems, Santa Ana
Embedded IT for an aerospace manufacturer. Root-cause isolation across workstation, network, license, and server layers for SolidWorks, PDM, Qpulse, and RDP workflows. Windows 11 rollouts, BitLocker recovery, Teams Rooms and Logitech device configuration, YubiKey and passkey enrollment, Entra ID readiness.
Field Specialist II
Primary escalation owner for server, networking, and infrastructure incidents across MSP clients. Datacenter installs, multi-site rollouts, rack buildouts, VLAN segmentation, firewall policy, wireless planning. Fiber optic work including fusion splicing and OTDR testing.
Help Desk Manager
Ran SLA compliance, queue health, and escalation handoffs in a high-volume MSP. Cut manual workload with PowerShell automation, SOPs, and deployment templates. Coached technicians on triage, documentation, and communication.
Help Desk Technician
Tier 1–2 support across Windows endpoints, Microsoft 365, printers, networking, and business applications. Standardized workstation provisioning with imaging and checklist-driven setup.
03 builds
Small infrastructure wins that compound.
Router automation
RouterOS scripts and templates covering IPsec/L2TP VPN, firewall rules, guest VLANs, FTP backup, and rollback.
95% fewer config errors · hours → seconds
Secure RDS platform
Remote Desktop Services with load balancing, MFA, session monitoring, and browser-based RDP.
50+ concurrent users · 99.5% uptime
Office from empty walls
MikroTik edge, UniFi wireless, structured cabling, rack buildout, and VoIP for a brand-new office.
Day-one ready for 25+ people · zero downtime
Fiber & outdoor Wi-Fi
Single-mode fiber backhaul — fusion splicing, OTDR validation, weatherproof enclosures, grounding, surge protection.
Full-site outdoor coverage, built for weather
Camera VLAN isolation
IP cameras on a dedicated VLAN with switch tagging, access controls, and an NVR on redundant storage.
Untrusted devices walled off from production
PXE imaging pipeline
Network boot imaging with driver injection and bundled software, replacing manual per-machine setup.
Installs from hours → minutes, every build identical
SOPs + Power Automate
Documented procedures paired with automated workflows replacing manual form handling.
60% less manual processing time
Proxmox lab, always on
20+ LXC containers: Wazuh SIEM, Prometheus + Grafana monitoring, Vaultwarden, Caddy, Cloudflare Tunnel, Blocky DNS, Forgejo, Immich, and a self-hosted RustDesk relay — with backup validation and DR restore testing.
Where I break things before production can
04 stack
Run in production, not just listed.
- ConnectWise Automate
- ConnectWise Manage
- Autotask
- ScreenConnect
- IT Glue
- IT Boost
- Pax8
- CrowdStrike
- ThreatLocker
- Sophos
- Duo
- Defender
- Entra ID
- Active Directory
- SSL certs
- VPN
- Exchange Admin
- Teams Admin
- Teams Rooms
- SharePoint
- OneDrive
- Intune
- Power Automate
- Tenant migrations
- Licensing
- Windows Server
- Group Policy
- SCCM
- Lansweeper
- Hyper-V
- XenCenter
- Proxmox
- Azure
- DHCP
- DNS
- MikroTik RouterOS
- UniFi
- FortiGate
- WatchGuard
- Sophos Firewall
- VLANs
- Firewall policy
- Fiber termination
- Structured cabling
- Veeam
- Axcient
- Backup validation
- DR testing
- ManageEngine
- SOTI MobiControl
- macOS & iOS
- Printers & MFP
- Eton on Rails
- Electra laser cutter
- QuickBooks
- Sage
05 logs
Pulled from real closed tickets.
Client satisfaction surveys collected at 911 IT — names kept, companies anonymized.
Logan is friendly, efficient, knowledgeable, patient, and persistent. He got it fixed the same day.
Rebekah · nonprofit
Did a great job not giving me what I wanted until he was able to confirm that it was correct to do so.
Garry · technology
He came up with a solution that should be a permanent fix.
Dianna · accounting
Awesome job setting up our office in St. George. Everything exactly as we wanted.
Jordan · construction
Very helpful and thorough in making sure everything was up and running.
Kyna · accounting
Logan Rocks!
Toni · retail
10/10, would recommend!
Amy · retail
patient & got it done.
Haley · accounting
Logan is always great to work with!
Katelyn · accounting
Resolved my time-sensitive issue right on the phone.
Bryce · technology
Great response and got my email working again.
Kameron · real estate
Thanks for your help — I'll call you back if Apple can't finish the job.
Perrine · healthcare
Logan is awesome!
Mason · business services
06 ping
Say hello.
Based in Los Angeles. Email is fastest — and there's a PDF if you need the formal version.
- CompTIA Network+Jan 2026
- CompTIA A+Oct 2024
- World-Class Customer eXperiencecertified
- Eagle ScoutBSA
- CompTIA Security+in progress