Service Delivery Information Technology

MATTHEW L. RUNYAN

*** ***** ****, *********, ** *1756 Phone: 516-***-**** Email: ********@*******.*** LinkedIn: linkedin.com/mlrunyan Blog: Ctrl+Alt+Lead EXECUTIVE SUMMARY

Seasoned and innovative Information Technology Executive with over 30 years of experience leading transformative strategies across healthcare, technology, and service industries. Proven track record in driving digital innovation, optimizing IT operations, and executing large-scale technology programs that enhance organizational agility and service delivery. Adept at leveraging cutting-edge tools such as AI, cloud, and virtual platforms to reduce costs and enable strategic growth. Recognized for bold, forward-thinking leadership and the ability to align technology with business goals to deliver measurable impact. KEY STRENGTHS & EXPERTISE

Strategic Technology Leadership

AI Strategy & Implementation

Innovation & Digital Transformation

Operational Excellence

Cybersecurity & Risk Management

Global Technology Standardization

AI Literacy & Organizational Adoption

Budget & Resource Optimization

Stakeholder Engagement & Vendor Partnerships

Cross-functional Collaboration

Team Building & Leadership Development

Policy & Governance Development

PROFESSIONAL EXPERIENCE

Scaled Health (Remote)

Virtual Chief Information OƯicer

April 2025 – Present

Serve as vCIO for three rural hospitals across the United States, providing strategic technology leadership with a strong focus on innovation, cost-eƯiciency, and enhancing patient care.

Champion emerging technologies, including AI and cloud-based platforms, to improve clinical workflows, patient engagement, and IT service delivery.

Spearhead the adoption of scalable, forward-thinking solutions that modernize infrastructure while reducing operational costs.

Guide technology strategy with a hands-on approach to transformation, enabling smaller hospitals to achieve enterprise-grade IT capabilities.

Foster a culture of innovation, supporting creative problem-solving, agile delivery models, and continuous service improvement.

Act as a change agent by introducing advanced analytics tools and digital platforms to inform decision-making and improve outcomes across clinical and operational domains. Epiq Global

Vice President, Service Management

April 2024 – March 2025

Led the Service Management function for Epiq, a leading technology-enabled legal and compliance services provider supporting Am Law 100 law firms, Magic Circle firms, corporate legal departments, financial services, insurance, automotive, healthcare, energy, technology companies, and government entities.

Transformed support operations and incident escalation processes, ensuring seamless end-user coordination and timely communication to B2C and B2B clients across high-stakes environments— including law firms and corporate legal teams.

Managed client-facing platforms such as Epiq Access and Epiq Discovery, driving high client satisfaction by overseeing service request triage, incident resolution, and post-incident follow-up.

Implemented scalable support frameworks and standardized escalation protocols, reducing incident resolution times by 18% and improving SLA compliance.

Coordinated cross-functional information flows among Service Desk, Infrastructure, eDiscovery, and Client Services teams to ensure consistent, data-driven updates and transparency to clients.

Introduced KPI dashboards and performance reporting, enabling real-time insights into ticket volumes, resolution eƯiciency, and user satisfaction metrics.

Optimized resource allocation and vendor relationships in partnership with procurement and finance, enhancing support capacity while controlling costs.

Championed continuous improvement through root-cause analysis sessions, incident post- mortems, and proactive prevention initiatives, significantly reducing repeat incidents and enhancing system reliability

Mount Sinai Health System, New York, NY

Vice President, Information Technology, Service Delivery (Additional Role as CIO for Single Hospital) August 2022 – March 2024

Oversaw all aspects of IT Service Delivery, including Incident, Change, and Problem Management, managing over 50,000 monthly interactions across onshore, nearshore, and oƯshore teams.

Delivered a $150,000 cost reduction in the first year by leading contract reviews, a Request for Proposal (RFP) process, and implementing operational improvements.

Spearheaded the redesign of the ServiceNow platform, transitioning from enterprise hosting to a self- hosted solution, which reduced phone support costs and improved multi-channel service delivery.

Enhanced hardware incident response times by 24 hours through the implementation of mobile barcode solutions for hardware and biomedical devices.

Achieved $650,000 in annual savings through a vendor service improvement initiative, optimizing existing contracts and service-level agreements.

Led the restructuring of the IT Service Delivery Department, improving operational eƯiciency and receiving the highest customer satisfaction ratings in years. Mount Sinai South Nassau, Oceanside, NY

Chief Information OƯicer / Vice President, Information Technology December 2019 – March 2024

Achieved annual savings of $2.5M while significantly improving technology services supporting clinical operations and patient care.

Directed the establishment of pop-up COVID-19 testing centers and mobile healthcare vans with full EMR integration, enhancing the healthcare response during the pandemic.

Innovated the introduction of Amazon Echo Show devices in patient rooms, reducing reliance on POE devices while improving clinical communication.

Led the development and deployment of a first-of-its-kind virtual nursing platform, enhancing patient care and operational eƯiciency.

Directed the integration of mobile technology solutions that improved communication, clinical workflows, and patient satisfaction across the system.

Oversaw the implementation of a zero-trust network security framework, improving organizational cybersecurity and reducing risk.

Significant experience with Epic EMR and multiple modules and converted 35 Ambulatory sites from Athena Health to Epic Ambulatory and converted Hospital from Altera (Allscripts to Epic)

First hospital (size of Mount Sinai) in United States to move Epic EMR to cloud and to get Epic to approve nearshore support of MyChart reducing costs by 230% per call

Significant experience with Altera (Allscripts EMR) and implemented several modules and support platforms prior to converting to Epic

Implemented a GPS platform for Biomed and hospital staff to accelerate equipment retrieval and integrated a barcode-scanning ITSM solution to streamline issue reporting for clinicians. SpringPoint, Wall Township, NJ

Chief Information OƯicer / Vice President, Information Technology July 2019 – December 2019

Reduced IT operating costs by $100,000 annually within the first three months by optimizing contracts and implementing process improvements.

Successfully rolled out mobile intranet and physical therapy software applications ahead of schedule, meeting and exceeding operational objectives.

Led the deployment of Virtual Desktop Infrastructure (VDI) and disaster recovery planning across multiple sites, ensuring business continuity.

Managed and optimized the IT budget, driving cost-eƯective initiatives and improving overall service delivery.

Deployed advanced wireless technology, including Bluetooth-enabled MIST access points, to enhance GPS functionality.

Brookdale Hospital Medical Center, Brooklyn, NY

Vice President / CTO, IT Operations

July 2017 – July 2019

Delivered $3.5M in IT cost reductions within the first year by renegotiating vendor contracts and optimizing service delivery operations.

Spearheaded the implementation of mobile access to Epic EMR systems, which significantly improved clinical eƯiciency and was featured in industry technology conferences.

Led key cybersecurity initiatives, achieving high ratings from the Department of Homeland Security and improving overall network security posture.

Directed a data center consolidation project that resulted in an annual savings of $750K, while optimizing IT infrastructure and enhancing operational eƯiciency.

Spearheaded a dual upgrade of the Epic EMR system, implemented multiple modules, and established dedicated support teams.

Developed an innovative approach for EMR access via mobile phones and Citrix, ensuring redundancy for EMR and other applications within a budget-constrained system Allscripts, Raleigh, NC

Vice President, Service Management

July 2013 – June 2017

Managed operations for 12 data centers and over 150 employees, driving a 70% increase in operational eƯiciency and generating $4.5M in annual savings.

Led the disaster recovery program for more than 60 hosted applications, achieving 100% success in live exercises and ensuring business continuity.

Reduced system outages by 30% year-over-year by implementing a Major Incident Team and conducting root cause analyses of major incidents.

Directed a successful data center consolidation initiative that resulted in $6M in savings, improving the organization's disaster recovery capabilities and overall infrastructure. Vice President, Managed Services

October 2007 – July 2013

Led IT service management for over 55 clients, managing a $20M budget and a team of 145 employees.

Implemented significant service delivery improvements, resulting in a 75% increase in operational eƯiciency and a 120% reduction in system outages.

Consolidated operations, introduced ITIL-based processes, and improved client satisfaction while reducing service costs.

American Home Mortgage, Melville, NY

Vice President, Enterprise Data Reporting & Client Support Services July 2005 – August 2007

Streamlined reporting processes, consolidating multiple teams and generating $500K in savings.

Successfully launched a company data mart to enhance reporting capabilities while reducing the load on production systems.

Managed a team of 85 employees, improving client services and reducing incident volume by 20%. EDUCATION

Syracuse University, Maxwell School of Citizenship, Syracuse, NY Course Study in Economics

MILITARY SERVICE

United States Army

Corporal, 82nd Airborne Division, Fort Bragg, NC

(Honorable Discharge)

CERTIFICATIONS

FEMA Incident Command (ICD 100/200/300/700/800) – September 2011

ITIL Foundations – April 2008

Six Sigma White Belt – September 2008

Business Objects Administrator – November 2006

Certified Phone Trainer (Phone Pro) – March 1993

Customer Service Professional (Purdue University) – May 1994

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