Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Languages
Affiliations
Languages
References
Timeline
Generic
Carlos Chaparro

Carlos Chaparro

Chihuahua

Summary

Results-driven IT Manager with proven expertise in project management, incident management, and network architecture. Known for successfully streamlining processes and enhancing service delivery in high-demand environments.

Overview

12
12
years of professional experience
1
1
Certification

Work History

IT Manager

AutoZone
Chihuahua
12.2024 - Current
  • Proficient in implementing diverse telephony and ticketing system projects across enterprise environments.
  • Led and executed continuous improvement initiatives to enhance service delivery, operational efficiency, and customer satisfaction, leveraging Lean Six Sigma methodologies.
  • Managed organizational budget and identified cost-saving opportunities through improved IT process efficiency.
  • Oversaw software updates and system upgrades across all store locations, ensuring optimal performance and minimal disruption.
  • Directed IT infrastructure and support systems for international retail operations, aligning technology with business needs.
  • Collaborated with cross-functional teams to streamline operational processes and drive strategic outcomes.
  • Developed and implemented IT policies and procedures to ensure compliance with industry standards and regulatory requirements.
  • Monitored system performance, identified areas for improvement, and recommended upgrades based on emerging technology trends.
  • Maintained and evolved technology roadmaps and processes to support long-term business objectives.
  • Coordinated disaster recovery plans and made effective decisions under pressure to ensure service continuity during system outages.
  • Implemented strategies to improve customer service levels through enhanced use of technology and optimized support systems.
  • Provided guidance and supervision to technicians and engineers both onsite and remotely, ensuring teams were fully staffed, trained, and aligned with internal processes.
  • Proficient in network administration, Windows and Linux operating systems.
  • Experienced in incident management and IT governance within high-demand environments.
  • Contributed to the success of a leading international retailer and distributor of automotive replacement parts and accessories.

IT Lead Systems Specialist

AutoZone
Chihuahua
02.2023 - 12.2024
  • Participated in all phases of the systems development life cycle, adapting roles based on project needs and assignments. Responsibilities included:Developing and maintaining software applications
    Debugging, coding, and testing
    Advanced application design and formal program specification
    Writing documentation and rolling out software
    Gathering requirements and providing production support
    Conducting official code reviews
    Serving as a Subject Matter Expert in at least one functional area
    Estimating, planning, and executing advanced systems initiatives
  • Ensured development quality by enforcing programming standards, including coding practices, change management, and documentation compliance.
  • Selected, developed, and motivated team members; provided mentorship and identified training needs to support professional growth.
  • Engaged with users to discuss issues and prioritize resolutions based on financial impact and strategic alignment.
  • Demonstrated expert proficiency in AutoZone software architecture and development methodology.
  • Applied deep technical expertise across multiple functional areas, serving as the final authority on domain-specific technical questions.
  • Proficient in operating systems (UNIX, Linux, Windows), programming languages (Java, C, C++), databases (Oracle, MySQL, PostgreSQL, Informix, DB2), BI tools (Talend, WebFocus), and Microsoft Dynamics.
  • Delivered expert-level problem solving, analytical thinking, and domain-specific technical solutions.
  • Presented and facilitated technical discussions with strong writing and communication skills.
  • Led project management efforts including estimation, planning, execution, and control.
  • Regularly influenced and persuaded stakeholders across teams; assigned and reviewed work with sensitivity to interpersonal dynamics.
  • Resolved conflicts effectively to maintain team cohesion and project momentum.

Quality Assurance Coordinator

Ideal Contact Center
Chihuahua
01.2014 - 09.2014
  • Oversaw Quality Assurance Processes: Coordinated quality assurance initiatives to ensure adherence to industry standards and regulatory compliance.
  • Developed Training Materials: Crafted training material on quality control procedures and best practices to enhance operational efficiency.
  • Conducted Regular Audits: Performed systematic audits of production processes to identify improvement opportunities.
  • Collaborated with Cross-Functional Teams: Worked closely with the operations department to swiftly address and resolve quality-related issues.
  • Facilitated Workshops: Organized and led workshops to raise awareness of quality standards and reinforce best practices among agents and techs.
  • Maintained Quality Documentation: Ensured documentation and process manuals of all quality assurance activities were up to date and in compliance with requirements.
  • Generated Quality Reports: Created detailed reports on analysis and findings for management, providing insights and recommendations for improvement.
  • Monitored Performance Trends: Analyzed performance metrics to identify potential areas for enhancement within the quality assurance process.
  • Investigated Customer Complaints: Addressed customer complaints and customer satisfaction, identifying root causes and formulating corrective actions.
  • Conducted Internal Audits: Executed internal audits and inspections to assess the effectiveness of quality assurance processes and ensure continuous improvement.

Education

BBA - Business Administration

Universidad Vizcaya De Las Americas
Chihuahua
09-2026

International business - unfinished

Tecmilenio
Chihuahua
09.2025

Skills

  • Finance for non-finance
  • ITIL and incident management
  • Project management
  • Linux and Windows OS
  • Network architecture and mobile devices
  • Leadership
  • Team building
  • Strategic planning
  • Conflict management and resolution
  • Data analysis and problem solving
  • Customer service
  • Quality assurance
  • Workforce planning
  • Financial analysis

Certification

  • Lean Six Sigma Green Belt, 05/01/22, Present, Certification completed and implement, not on a manufacturing area but on a service and contact center area
  • Lean Six Sigma Black Belt, 07/01/22, Present, Completion diploma of course and exam
  • ITIL Foundations V4, 11/01/24, 11/01/27, ITIL foundation certification in IT service management

Hobbies and Interests

  • Continuous learning
  • Technology trends and AI
  • Project management
  • American football/Rugby
  • Cooking

Languages

  • Spanish, Native or Bilingual Proficiency
  • English, Full Professional Proficiency

Affiliations

  • Continuous Learning: Completed online courses in leadership, project management, and data analytics through platforms like Coursera, LinkedIn Learning, and in-person training
  • Community outreach - Assisted in organizing food drive efforts to support ongoing meal delivery initiatives in different hospitals as well as animal shelters

Languages

Spanish
First Language
English
Advanced (C1)
C1
Portugues
Elementary (A2)
A2

References

References available upon request.

Timeline

IT Manager

AutoZone
12.2024 - Current

IT Lead Systems Specialist

AutoZone
02.2023 - 12.2024

Quality Assurance Coordinator

Ideal Contact Center
01.2014 - 09.2014

BBA - Business Administration

Universidad Vizcaya De Las Americas

International business - unfinished

Tecmilenio

Similar Profiles

CREATE PROFILE
Carlos Chaparro