Carol Hill Hannah
Los Angeles,CA
Summary
IT leader with extensive experience in law firms, specializing in digital transformation and cybersecurity. Achieved significant budget optimization and enhanced team performance, leading to operational improvements. Expertise in cloud solutions and vendor management fosters collaboration and drives innovation.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Technology/Media Admin
Covenant Connection Churches of So. California
Los Angeles, CA
06.2015 - Current
- Administer and maintain full network infrastructure, including LAN, WIFI, VOIP, and hardware (routers, switches, firewalls), for 3 locations ensuring 99.9% uptime for all organizational operations.
- Manage accounts, permissions, and security protocols, safeguarding all sensitive constituent and financial data.
- Operate and maintain all A/V systems, including LED walls, video cameras and lighting for high-quality productions.
- Produce live-streaming from pre-production to broadcast and post-production for remote audience engagement.
- Train and schedule a team of 10+ volunteers re: technical procedures and seamless execution of weekly broadcasts.
- Update/manage organizational website and social media platforms, creating content to drive community participation.
- Author and design weekly communications, i.e video announcements, email communications, and phone blasts.
- Oversee all technology contacts and vendor engagements.
DIRECTOR OF INFORMATION TECHNOLOGY
Eisner, LLP
Beverly Hills, CA
03.2022 - 02.2025
- Spearheaded IT strategy and digital transformation initiatives to align technology with organizational objectives (i.e. modernize IT infrastructure, implement Azure cloud solutions and data storage systems).
- Designed/deployed cybersecurity protocols, reducing vulnerabilities, access controls and training.
- Led Managed Service Provider (MSP) partnerships, optimizing IT operations for all users across hardware, software, and enterprise applications to enhance productivity.
- Developed and enforced IT policies, governance, and compliance standards to mitigate risks.
- Optimized IT budgets, reducing operational costs while improving system performance and user satisfaction.
TECHNICAL SUPPORT MANAGER
Buchalter
Los Angeles, CA
06.2011 - 03.2022
- Partnered with IT Director to oversee IT operations for multi-offices, budgeting, and strategic planning.
- Managed IT operations (10+ staff and $2M+ in hardware/software assets).
- Modernized mobile device management (MDM), streamlining device provisioning and security.
- Resolved 95% of escalated L2/L3 support tickets for 500+ users, ensuring minimal downtime.
- Implemented ITIL-aligned ticketing (Heat) and knowledge base systems.
- Managed IT professionals across multiple offices, ensuring seamless support for attorneys and staff.
- Directed large-scale technology deployments (software upgrades, MDM, and hardware improvements).
- Enhanced IT service delivery by refining SLAs, improving help desk efficiency, and implementing advanced training programs.
- Collaborated with vendors to resolve complex technical issues and streamline software integrations.
APPLICATION SUPPORT SPECIALIST LEAD/TRAINER
Williams Lea (at Buchalter)
Los Angeles, California
11.2009 - 06.2011
- Developed training programs for legal tech stack (Document Management, Billing Apps) for current and onboarding employees.
- Authored firm-wide technical documentation and standardized troubleshooting SOPs.
- Led application support and training initiatives, ensuring firm-wide proficiency in core legal technologies.
- Developed customized training programs and materials, improving user adoption and reducing support tickets.
HELP DESK ANALYST
Manatt Phelps Phillips LLP
Los Angeles, CA
01.2006 - 11.2009
- Revamped Help Desk workflows via Heat ticketing automation.
- Provided IT support for attorneys and staff.
TECHNICAL SUPPORT SPECIALIST
Mount St. Mary’s University
Los Angeles, CA
09.1997 - 12.2005
- Provided IT support and infrastructure management for faculty, staff, and students.
- Managed help desk operations, knowledge base development, and SOP creation.
Education
Bachelor of Arts - Sociology
Mount St. Mary’s University
Los Angeles, CA12.1997
Skills
- Budgeting
- Change Management
- Cybersecurity Frameworks
- Data Governance
- Data Storage Solutions
- Digital Transformation
- Disaster Recovery
- Document Management Systems
- Emergency Preparedness Management
- Endpoint Management
- ITIL
- ITSM
- IT policy development
- Cloud solutions
- Cybersecurity protocols
- Network infrastructure
- Vendor management
- IT operations management
- Team leadership
- Training program development
- Incident Management
- Infrastructure
- IT Operations
- IT Strategy
- Networking & Security
- Purchasing/Asset Management
- SLA Management
- Technical Instruction
- Training
- User Adoption
- Vendor Relations & Management
- Adobe Suite
- AV Systems
- Cisco Systems
- Data & Server Virtualization
- Google Workspace
- ITIL Processes
- Legal Documenting and Docketing Applications
- Legal Billing Apps
- Microsoft Azure Cloud
- Microsoft Office & Management Suite
- Siemens/Verkada Security Systems
- Ticketing Systems
- VOIP Systems
- Windows Server
- Project management
- Streaming production
- Problem solving
- Team building
- Team management
Certification
- ITIL Foundations
- Knowledge Management
- Support Center Manager
- Customer Support Representative
- Certified Help Desk Professional
Technical Skills Expertise
- Budgeting
- Change Management
- Cybersecurity Frameworks
- Data Governance
- Data Storage Solutions
- Digital Transformation
- Disaster Recovery
- Document Management Systems
- Emergency Preparedness Management
- Endpoint Management
- ITIL/ITSM
- Incident Management
- Infrastructure
- IT Operations
- IT Strategy
- Networking & Security
- Purchasing/Asset Management
- SLA Management
- Technical Instruction
- Training
- User Adoption
- Vendor Relations & Management
- Adobe Suite
- AV Systems
- Cisco Systems
- Data & Server Virtualization
- Google Workspace
- ITIL Processes
- Legal Documenting and Docketing Applications
- Legal Billing Apps
- Microsoft Azure Cloud
- Microsoft Office & Management Suite
- Siemens/Verkada Security Systems
- Ticketing Systems
- VOIP Systems
- Windows Server
Timeline
DIRECTOR OF INFORMATION TECHNOLOGY
Eisner, LLP
03.2022 - 02.2025
Technology/Media Admin
Covenant Connection Churches of So. California
06.2015 - Current
TECHNICAL SUPPORT MANAGER
Buchalter
06.2011 - 03.2022
APPLICATION SUPPORT SPECIALIST LEAD/TRAINER
Williams Lea (at Buchalter)
11.2009 - 06.2011
HELP DESK ANALYST
Manatt Phelps Phillips LLP
01.2006 - 11.2009
TECHNICAL SUPPORT SPECIALIST
Mount St. Mary’s University
09.1997 - 12.2005
Bachelor of Arts - Sociology
Mount St. Mary’s University
Similar Profiles
Bishop Harold Green Jr.Bishop Harold Green Jr.
Adjutant General/Bishop of Protocol at Covenant Fellowship Churches InternationalAdjutant General/Bishop of Protocol at Covenant Fellowship Churches International
Richards NkennaRichards Nkenna
Financial Controller, at Covenant Connection Community GroupFinancial Controller, at Covenant Connection Community Group
Carlos MejiasCarlos Mejias
Legislative Intern at California Youth ConnectionLegislative Intern at California Youth Connection
Grace BonafedeGrace Bonafede
TV Talent Assistant to Andrew Kurland at Creative Artists Agency (CAA)TV Talent Assistant to Andrew Kurland at Creative Artists Agency (CAA)
Christian PalmerChristian Palmer
Manager at Mr. T RestaurantManager at Mr. T Restaurant