Mark E. Greaker
Wantagh,NY
Summary
Dynamic Executive Technology Officer and healthcare IT operations leader with extensive experience managing enterprise-scale technology organizations within academic medical centers and multi-hospital health systems. Expertise in stabilizing, modernizing, and scaling mission-critical IT environments to enhance patient care delivery. Proven track record of leading large, complex teams and budgets, building 24/7 operational models, and consolidating fragmented support structures while collaborating closely with clinical, academic, and executive leadership to improve system reliability and operational efficiency. Recognized as a calm and trusted partner during high-impact events—ranging from Epic go-lives to cybersecurity incidents—committed to service restoration, transparency, and accountability.
Overview
42
42
years of professional experience
1
1
Certification
Work History
Corporate Director of IT Operations – Reporting to NYP CTO
New York Presbyterian-Enterprise IT – Information Systems
01.2018 - 02.2026
- As Corporate Director of all IT Operations for the Enterprise the position managed the Service Desk, Service Delivery, Incident Commanders, the Network Operation Center, Data Center Operations for 2 states of the art datacenter in New Jersey and the ServiceNow operations and roadmap. Managed a staff of 58, Annual budget of 15 million dollars, and dozens of major projects.
- Executive Achievements
- Deployed the ITIL foundation services for operations, including Daily Service Review, Change Control, Escalation, Service Restoration Teams, and Root Cause Analysis.
- Utilized AI MS Copilot for After action reports of Major Incidents, weekly and monthly reporting, Started designing the use of Gen AI for ServiceNow Service Desk and Knowledge.
- Designed and deployed a new Network Operation Center (NOC) to monitor and alert on all critical systems 7x24x365.
- Supporting the major implementation of a new EMR (Epic), Cerner Lab and Radiology (Phillips) systems enterprise wide (11 hospitals, 2 Universities, 250 remote office, 40,000 devices and 64,000 users). Managed multi-disciplined teams to provision, train, and implement the new technology to 64,000 end users, on time and with little issue. Managed the 5 Go Live Command centers.
- Implementation of a first-class Healthcare Service desk that provided an immediate increase in customer satisfaction and the migration to Epic. Consolidated 3 Service Desk to one major Epic support center that process over 850,000 transactions a year.
- Facilitating the Operational organization of the three healthcare groups, (NYP, Columbia Doctors, and Weill Cornell Medicine) to have strong communication, incidents transfer and collaborations of major projects.
- Owner of the IT Operations Leadership weekly huddle, that includes all the IT Technology leaders. Reviewing all open issues and discussing new projects.
- Technical Leadership Examples
- Managing the ServiceNow instance for ITSM, Hardware Asset Management, reporting, dashboards
- Managing the Incident Commanders and Service Recovery for 300+ major incidents each year. Ie Major Network or power outages, Crowd Strike recovery and Columbia Univ breach.
- Managed the 3 IT Training solutions, Learning Tree, Stormwinds and LinkedIn Learning.
- Manager the Go Live for Command Centers for a number of events, Epic Go live (5), the Nursing Strike, Epic Beaker migrations and other Major building Go lives.
- Designed and deployed a new consolidate Managed print solution saving $2mm annually.
- Led strategic IT initiatives to enhance operational efficiency across enterprise systems.
- Directed cross-functional teams to implement innovative technology solutions aligned with organizational goals.
- Oversaw budget management for IT projects, ensuring alignment with fiscal responsibilities and objectives.
- Developed and executed long-term IT strategies to support business growth and technological advancement.
- Evaluated emerging technologies to identify opportunities for improving service delivery and user experience.
- Established governance frameworks for IT operations, ensuring compliance with industry standards and regulations.
- Led cross-functional teams to achieve project goals on time and within budget constraints.
- Met regulatory, compliance, and safety requirements.
- Enhanced company productivity by implementing streamlined operational processes and workflow systems.
- Overhauled outdated policies and procedures with modernized approaches that improved operational efficiency without compromising quality standards.
- Implemented advanced IT infrastructure to support increased efficiency in daily operations, resulting in improved overall performance levels.
Site CIO - Reporting to Local COO and NYP CTO
New York Presbyterian- Queens IT – Information Systems
08.2012 - 12.2017
- Originally hired as a contractor but within the first year was converted to full-time. Soon thereafter was given the role of CIO. Once NYP became the parent company my role was converted to Site CIO and Director of IT service. IT services includes Infrastructure, Desktops, Applications, Managed Print, Telecommunications and Bio Medical Engineering. There is a support staff of 51 and an annual budget of $14M.
- Executive Achievements
- Program managed the Implementation of a new Inpatient EMR, Lab and Pharmacy systems hospital wide. Managed 10 teams to provision, train, and implement the innovative technology to 4,000 end users, on time and with little issue.
- Reorganize the Infrastructure group to provide efficiencies that increased customer satisfaction.
- Deployed the ITIL foundation of services including Daily Service Review, Change Control, Escalation, Service Restoration Teams, and Root Cause Analysis.
- Reduced Technology Operational budget by $100k.
- Supported the rollout of eCW to 8 locations. Streamlined the entire process.
- Reduced late payments and unmanaged maintenance contracts by 50%.
- Collaborated the redesigning of the clinical application (eCW) so it could better support the clinical workflows and increase private practice billing.
- Technical Leadership Examples
- Designed and managed the deployment of an outsourced healthcare service desk, supporting both technology and applications. There was an immediate increase in customer satisfaction and a reduction in time to resolve.
- Program managed the move of 120 devices from the old datacenter into new Datacenter. There were no unscheduled outages or issues.
- Designed and deployed a new virtual server technology saving the organization time and money.
- Designed a new desktop touch program to ensure all devices are configured the same to allow for ease of support and quicker resolution time.
Chief Technology Officer and Vice President of Operations- Reporting to CEO
HEALTHIX (formally LIPIX) - Operation and Infrastructure
07.2007 - 08.2012
- HEALTHIX is a Regional Health Organization sharing patient data with providers across the metro area. There are 2000 active members with a database of over 8 million records.
- Executive Achievements
- Leader/member of the Statewide Health Information Network (SHIN-NY) committee, collaborating with other stakeholders on technology and policy for NYS DOH.
- Managed all operational elements including Helpdesk, monitoring, security, user provisioning, auditing, project management and purchasing.
- Managed the rollout of the new Regional Health Information application to 30 local New York Hospitals, designed and deployed a Secure Messaging solution to 20 Nursing Homes.
- Technical Leadership Examples
- Designed, deployed and managing a state-of-the-art virtual computing system that serviced 2,000 users and 8,000,000 patient records.
- Managed and mentored 4 project managers and 60 concurrent projects.
- Contributed to the created the NY State DOH Electronic Master Patient Index (EMPI) standards.
National Service Delivery Executive—Reporting to National CIO
Computer Science Corporation/Ascension Health - Information Systems Division
02.2007 - 07.2008
North American Service Delivery Director- Reporting to Client Global CIO
Computer Science Corporation/DuPont Inc. - Infrastructure Systems Division
10.2005 - 02.2007
Service Delivery Manager/Executive Director of Technology- Reported to CIO
Computer Science Corporation - Saint Vincent Catholic Medical Centers New York
05.2001 - 10.2005
Director of IT Operations and Support - Reporting to CIO
Saint Vincent Catholic Medical Centers, Information Systems Operation
10.1998 - 05.2001
- (Newly merged Catholic healthcare organization supporting the New York City area)
Senior Telecommunications Support Technician, Sergeant
U.S. Air Force, Communications Command, Technical Control Command Center
04.1984 - 01.1990
Education
Master of Communications Program -
American Institute of Technology NY
NY NY04-1993
Sr. Leadership, Non-Commission Officer Training - undefined
U.S. Air Force Training Academy, Keesler Air Force Base
MS06-1988
Associates of Science - Information Systems Management
Nassau Community College
Uniondale, NY06-1983
Electronic Technician & Computer Programming -
Nassau Community College
Uniondale, NY01-1982
Skills
- IT Operations Leadership
- Healthcare Information Systems
- ITIL / ITSM
- ServiceNow
- Epic EMR
- AI and MS Copilot
- Incident & Problem Management
- NOC Operations
- Data Center Operations
- Infrastructure Modernization
- Cybersecurity Operations
- Disaster Recovery
- Vendor & Contract Management
- Budget Management
- Executive Stakeholder Engagement
- Change Management
- Large-Scale Go-Lives
- Organizational leadership
- Operations management
- Strategic partnerships
- Global expansion
- Digital transformation
- Problem-solving abilities
- Organizational skills
- Team collaboration
- Decision-making
- Effective leader
- Project management
- Performance improvement
- Process improvements
Accomplishments
- Used ServiceNow Hardware Asset Management to develop inventory tracking.
- Supervised team of 58 staff members.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Documented and resolved [Issue] which led to [Results].
- Collaborated with team of 130 in the program management of NYPQ EMR, Lab and Pharmacy migration.
Affiliations
- Life Church of Long Island – Finance Director & Elder (2016-Present)
- American Legion – Vice Commander (2009-2014) Commander (2015) Member (2008-present)
- Scouts of America – Chartered Organization Representative (2024- present)
Certification
- Service Now Foundations Certifications Current
- Epic Systems Hardware Administration Current
- Project Management Professional PMI institute- PMP Certification Current
- CHIMES Chief Cyber Security Training 2025-08
- Epic Foundations on Site training 2019-09
- ITIL 4 Foundation Training / Certificate 2019-04
- ITIL Operations Training / Certificate 2018-08
- ITIL 3 Foundation Training / Certificate 2006-08
- Labando 360 Review, Career Architect Development 2005-08
- Juran Institute, Six Sigma Champion Training/Certificate 2005-06
Timeline
Corporate Director of IT Operations – Reporting to NYP CTO
New York Presbyterian-Enterprise IT – Information Systems
01.2018 - 02.2026
Site CIO - Reporting to Local COO and NYP CTO
New York Presbyterian- Queens IT – Information Systems
08.2012 - 12.2017
Chief Technology Officer and Vice President of Operations- Reporting to CEO
HEALTHIX (formally LIPIX) - Operation and Infrastructure
07.2007 - 08.2012
National Service Delivery Executive—Reporting to National CIO
Computer Science Corporation/Ascension Health - Information Systems Division
02.2007 - 07.2008
North American Service Delivery Director- Reporting to Client Global CIO
Computer Science Corporation/DuPont Inc. - Infrastructure Systems Division
10.2005 - 02.2007
Service Delivery Manager/Executive Director of Technology- Reported to CIO
Computer Science Corporation - Saint Vincent Catholic Medical Centers New York
05.2001 - 10.2005
Director of IT Operations and Support - Reporting to CIO
Saint Vincent Catholic Medical Centers, Information Systems Operation
10.1998 - 05.2001
Senior Telecommunications Support Technician, Sergeant
U.S. Air Force, Communications Command, Technical Control Command Center
04.1984 - 01.1990
Sr. Leadership, Non-Commission Officer Training - undefined
U.S. Air Force Training Academy, Keesler Air Force Base
Master of Communications Program -
American Institute of Technology NY
Associates of Science - Information Systems Management
Nassau Community College
Electronic Technician & Computer Programming -
Nassau Community College
Committees
- ServiceNow NE Healthcare User Group forum (2020– present)
- NYP ServiceNow Center of Excellence (2020 – 2026)
- NY State Dept of Health Protocols and Services Workgroup Sub Committee - Statewide Enterprise Master Patient Index Service- Co-Chair Present www.nyehealth.org/index.php/shin-ny-architecture (02/11-12/11)
- NY State Dept of Health Protocols and Services Technical Sub Committee - State Health Information Network NY (SHIN-NY) Security & Identity Management Requirements and Enterprise Service Bus Requirements – Technical contributor (08/08-01/11)
HIMMS
- HIMMS 2013 - Panel Member for “The Acquisition of Talent” discussion forum hosted by PWC.
- HIMMS 2011 - Keynote Speaker Presentation on HIE/RHIO support, Omnibus theater.
- HIMMS 2009 - Keynote Speaker on HIE in NY State, Intersystems theater.
Publications
- PSW Technical Sub Committee -Security & Identity Management Annual review (2009)
- “The 4 A’s of Identity Management”- Author
- Journal of Medical Internet Research Vol 3, No 1 (2001)
- Building and Growing a Hospital Intranet: A Case Study- Co-Author
- CSC Industry Leaders- Presentation Case Study- Author (June 2001).
- PC refreshes “The Big Bang Theory” Winner Takes All.
- Information world Healthcare Cloud Computing Comes Down To Earth- Contributor
- Http://www.informationweek.com/news/hardware/data_centers/226200063