Management Manager

MICHAEL J. IMBRUGLIA

***** ****** **** ***** • Charlotte, NC 28277

Home Phone: 704-***-**** • Mobile: 704-***-****

Email: ******@*****.***

SUMMARY

Over 20 years of proven success in developing and deploying information strategies, records

management systems, facilities management and providing operations management to achieve the

organizational mission. Developed superior organizational skills, easily interacting with Fortune 100

companies, senior management, regulatory agencies, clients, vendors and staff though positions of

increasing responsibility.

CAREER EXPERIENCE AND ACCOMPLISHMENTS

Records Management

The foundation for my skills was developed in Records Management. At Citicorp, Goldome and

Empire of America, successfully customized records management programs to successfully meet

the informational needs of the institutions in support of their customers. Gained support for

development and management from executive management. At the FDIC, successfully devised a

plan that successfully merged records management and facilities management functions from 43

financial institutions into one central location. Currently at the Electric Power Research Institute

formulating and heading up project for archiving all inactive records on various forms of media

from 1994 through 2008 in correlation to quality assurance mandates. The project includes

revamping records retention schedules, research records to be archived, converting all forms of

media to PDF for secure archiving.

• Conceptualized, developed and managed records management and facilities management

processes.

• Identified document retention periods in association with state and federal regulatory

advisement which included the publication of records retention schedules.

• Managed teams of up to 65 staff members including supervisors on a national basis.

• Developed archival strategies that drove long range retention and determined types of storage

media.

• Planned and designed records management facilities

• Implemented security measures aimed at protecting vital information on all types of media.

• Devised disaster recovery plans that produced the backup of sensitive information detrimental

to the operation of the organization in the event of a cataclysmic event. This included alternate

site availability and implementation.

• Designed records management curriculum for a Business College. Taught course.

• Responsible for the successful sale of $2 billion in charged off loans and mortgages for the FDIC

during the savings and loan crisis in the early 1990’s

• Implemented corporate recycling programs

Records management provided the detailed framework for my later work at Microsoft. Here I

learned to balance process against the expectations of real people with real problems.

Customer Strategist

At Microsoft, I worked with Fortune 100 companies on a daily basis to resolve code failure issues,

data loss, and loss of production due to server down issues. I acted as the liaison between product

support, internal development, management, account management and the customer. Problems of

this nature often required coordination with more than one internal specialist and often on-site

specialists with the customer. I triaged the problems, working by process and consensus, to

balance the customer need with the finite internal resources to meet both internal objectives and

service delivery objectives. Responsibilities also included the scheduling of 2500 employees across

five support sites to insure optimum staffing levels during normal circumstances and emergencies.

Customer Strategist – continued

• Performed daily analysis of pertinent organizational metrics that sustained optimum staffing

in a fluctuating call center environment.

• Designed enhancements to internal workforce applications that improved functionality and

maximize output by 35%. Worked collectively with IT to develop and implement an out-of-office

tracking tool to supplement internal workforce application.

• Instituted the development of training forums in regards to workforce administration by

educating management on processes, procedures and enhancements.

• Managed case management process for global call center base. This included ongoing customer

survey analysis project which resulted in a 25% increase in customer satisfaction after

implementation of enhanced processes.

My primary focus was to insure the Premier customers at Microsoft got to the right persons with

the right resources with expedience. That combination required management, persuasion, with

breath technical understanding of the entire suite of BackOffice products. This was a task

successfully managed for 9 years through multiple product launches.

Project Management

Starting and launching records retention facilities, offices and call centers was my beginning that

introduced me to project plans, budgets and the finite limitations of staffing. With over 15 years of

project management, I initiated projects that were the foundation of records management

operations within the organizations I have been associated with. These positions continually

developed my management and project skills with positions of progressively increasing

responsibility. I continually followed through with status of each supplemental project while

driving for the on-time completion of the major project. I found that I was able to bridge the gap

between information management and business like few others can. My experience in Project

Management encompasses the following.

• Facilities planning and development

• Budget planning and negotiations

• Call center planning and development

• Staffing mandates.

• Recruitment

Project management provided me the scope of working with individuals from diverse backgrounds

in achieving common goals by staying focused and on track while completing projects within the

designated time periods. It has also taught me the ability to tactfully turn chaos into order when

parts of the whole picture threatened timely completion. The development of negotiation skills

helped to maintain and at times reduce costs associated with the implementation of project driven

processes. My time management skills aided in determining resource availability and structure.

EMPLOYMENT ASSOCIATIONS

System One (Contracted for the Electric Power Research Institute (EPRI))

Archive Manager – 2008

Microsoft, Charlotte, NC

Customer Strategist: 1998 – 2007

Comp ConTech, Charlotte, NC

Technical Support Engineer for Microsoft Word and Outlook Applications (temporary position):

1998

Morgan Resources, Charlotte, NC

Government Contracting Assignment/Akima Corporation: (temporary position) 1997

Arcus Data Security, Charlotte, NC

Branch Manager: 1995 - 1997

First Union, Charlotte, NC

Business Records Management Analyst: 1993 – 1995

Resolution Trust Corporation / Tampa, FL

Records Manager/Operations Unit Chief: 1991 – 1992

Empire of America Federal Savings Bank, Buffalo, NY

National Information and Records Manager (Officer): 1988 – 1991

Bryant and Stratton Business Institute, Buffalo, NY

Records Management Course Instructor; Evening Division: 1986 - 1988

Goldome Savings Bank, Buffalo, NY

Manager, Information Management: 1985 – 1988

Citicorp Global Payment Products, Amherst, NY

Manager, Officer Agent Services: 1981 – 1985

Hooker Chemical Corporation, Niagara Falls, NY

Manager, Records Retention: 1974 – 1980

EDUCATION

Associates in Applied Science - Business Administration, Niagara County Community College,

Sanborn, NY

SOFTWARE KNOWLEDGE

Microsoft Word, Excel and Outlook. Windows Enterprise Professional.

PROFESSIONAL DEVELOPMENT

Team Leadership Skills, Management Essentials, Project Management, Coaching for Success, Call

Center Management, Effective Presentations, Workplace Diversity, Malcolm Baldrich.

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