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Accomplished Director of Service Delivery with extensive and broad-based experience in the Information Technology (IT) industry, adept at managing projects, resources, service delivery processes, and procedures. Recognized for exceptional performance at consistently exceeding business goals, customer and employee retention, service metrics, and growth organically as well as through new business. Proven track record in consulting with extensive knowledge of IT industry and technology, demonstrated ability to interact positively with co-workers and customers from diverse backgrounds utilizing strong interpersonal and communication skills. Highly effective in developing strong working relationships with customer leadership. Proficient at execution of schedules, meeting all deliverables, managing multi-million dollar budgets, hitting targets within 0.002%, Maintain an average Contractor Performance Assessment Reporting System (CPARS) Exceptional rating for multiple Call Orders over the past five years. Manage more than 150 employees and sub-contractors while maintaining a retention rate greater than 95%.
It Concepts, Inc
View- Website:
- itconcepts-inc.com
- Employees:
- 444
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Director Of Service DeliveryIt Concepts, IncLinthicum Heights, Md, Us
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Director Of Service DeliveryIt Concepts, Inc Oct 2022 - PresentVienna, Virginia, UsThis role leads the strategy, implementation, and operations relating to customer IT services and support while ensuring alignment with corporate strategic goals. -
Program ManagerIt Concepts, Inc Feb 2020 - PresentVienna, Virginia, Us
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Account ManagerIt Concepts, Inc Oct 2017 - Feb 2020Vienna, Virginia, UsResponsible for the successful delivery, customer satisfaction, growth, and management of a $18M federal agency contract containing multiple prime task orders supporting the Social Security Administration (SSA) with IT development and support services. Manage IT Concepts personnel at the customer site consisting of 28 ITC employees and 3 sub-contractors. Monitor, consolidate, and deliver key operational status and financial metrics for contract performance analysis and reporting. Consistently receive Exceptional or Very Good ratings on all Contractor Performance Assessment Reports (CPARs) since start of managing the SSA contract in 2014.
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Project ManagerIt Concepts, Inc Sep 2014 - Oct 2017Vienna, Virginia, Us
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President - Self EmployedDigital Technology Solutions - Md Mar 2014 - Sep 2014Managed all aspects of operating a small entrepreneurial business.• Specialized in consulting for healthcare providers. Assisted these practices with a wide range of healthcare-related services including: assistance with HIPAA, Electronic Health Records (EHR's), Practice Management (PM) systems, ICD-10 and Meaningful Use and Attestation.• Provided consulting, network and systems administration services, including workstation and server upgrades, network infrastructure and security.• Installed, configured and serviced both Microsoft and Apple OS-based products (workstations, laptops, and mobile devices), MS server products, MS Office 365 Enterprise, routers, switches, security appliances, VPN, domains, NAS, VoIP, network management services, backup services and email archival/security services. -
Technical Sales Consultant / SpecialistQuest Diagnostics 2006 - Mar 2014Secaucus, Nj, UsAccomplish sales quotas based on new sales, revenue growth, local business objectives and customer retention/references. Develop individual business plans based on knowledge of competitive market and business objectives that include customized strategies and tactical approaches to drive market success. Drive large group of sales representatives (30+) to market healthcare system products (EHR and Practice Management) and services in MD, DC, DE, NJ and VA. Take proactive steps to address and channel market feedback including the competitive environment and relevant voice of the customer insights. Provide connectivity support during pre-sale activities and at growth/at-risk strategy management meetings Provide account management to connectivity customers following implementation and training Support for local and regional marketing activities that emphasize technology value propositions Subject Matter Expert and provide ongoing sales education and training for connectivity solutions supporting launch of new products, features and initiatives Provide customer feedback for product features to Development Team and support creation of the business case. Provide healthcare practices with products, services, knowledge and training regarding important factors affecting these practices including HIPAA, Electronic Health Records (EHR's), Practice Management Systems (PMS), ICD-10 and CMS compliance with MU and PQRS. -
Senior Support Center AnalystQuest Diagnostics 2000 - 2006Secaucus, Nj, UsManage the System Development Life Cycle of interfaces to customer healthcare systems including the investigation, analysis, design, implementation, testing, documentation and on-going support. Provided second-level customer systems support for the IT Help Desk by troubleshooting more complicated network, hardware, software and user issues. Developed, ran and reported department service metrics to senior management at operations meetings. Authored SOP documentation for the IT department for all tasks related to customer systems. Assisted with the interviewing, selection and training of new employees. Meet with customers and healthcare system vendors to discuss and demonstrate available electronic solutions aimed at increasing efficiency, productivity, data accuracy and formulate technical recommendations and alternatives based on analysis of the customer’s abilities, needs, procedures and resources. Troubleshoot and resolve service calls for network, hardware, software, and user related issues. Network, hardware and software configuration, implementation and customer training for our IT customer products. Hardware and software QA testing. Train employees and customers on various other IT products. Train Help Desk personnel on advanced troubleshooting techniques and procedures for our customer IT products.
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Programmer / AnalystQuest Diagnostics 1993 - 2000Secaucus, Nj, UsProgramming in M (Mumps), SAS, MS Visual Basic/Script and C# to generate reports and data files used internally for the IT and Sales departments. Database design and management using M (Mumps), DB2, SQL Server, MS Access & FoxPro. Facilitate the Software Development Life Cycle of interfaces between the Laboratory Information System (LIS) and customer healthcare systems. Lead communication, contract negotiations, create price quotes and project management of interfaces with hospitals and healthcare system vendors. Formulate technical recommendations and alternatives based on analysis of customer abilities, needs, procedures and resources while controlling project costs.
Phillip Craig Skills
Phillip Craig Education Details
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University Of Maryland Baltimore CountyGeneral
Frequently Asked Questions about Phillip Craig
What company does Phillip Craig work for?
Phillip Craig works for It Concepts, Inc
What is Phillip Craig's role at the current company?
Phillip Craig's current role is Director of Service Delivery.
What is Phillip Craig's email address?
Phillip Craig's email address is ph****@****itc.com
What is Phillip Craig's direct phone number?
Phillip Craig's direct phone number is +157191*****
What schools did Phillip Craig attend?
Phillip Craig attended University Of Maryland Baltimore County.
What are some of Phillip Craig's interests?
Phillip Craig has interest in Disaster And Humanitarian Relief, Softball.
What skills is Phillip Craig known for?
Phillip Craig has skills like Healthcare Information Technology, Hl7, Sales, Ehr, Salesforce.com, Healthcare, Training, Health Information Exchange, Emr, Process Improvement, Account Management, Solution Selling.
Who are Phillip Craig's colleagues?
Phillip Craig's colleagues are Mazen Jamiel, Karen Michael, Taissa Hayda, Minh-Kha Truong, Brooks Keener, Ctr, Humaira Halim, Rrezon Imeri.
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