Ka Wing Li

Bilingual IT support and networking professional with 15+ years of experience in enterprise and customer-facing environments, including Amazon, Pfizer, Hewlett-Packard, PayPal, and Sykes. Skilled in Tier 1–3 support, remote troubleshooting, incident escalation, network connectivity, VoIP, Active Directory, Microsoft Exchange, SharePoint, MDM, TCP/IP, DNS, DHCP, VPN, and LAN/WLAN support. Experienced in diagnosing hardware, software, endpoint, and connectivity issues, documenting solutions, and restoring services in remote, high-volume environments.

Business Admin & IT Operations Lead - Consulting - Guanacaste, Costa Rica

(2025-06)

• Lead the modernization of long-established family businesses by improving inventory visibility, pricing analysis, purchasing workflows, supplier coordination, and operational controls.
• Develop structured product catalogs and inventory systems to improve stock management, pricing accuracy, reporting, and future e-commerce readiness.
• Provide IT and networking support to multiple clients, including LAN/WLAN troubleshooting, router and access point configuration, internet connectivity diagnostics, Wi-Fi coverage improvements, device onboarding, and network performance optimization.
• Identify and resolve connectivity issues involving TCP/IP, DHCP, DNS, cabling, wireless interference, bandwidth limitations, and end-user devices to improve reliability and reduce operational downtime.
• Deploy and use remote desktop and remote-support solutions to diagnose systems, assist users, configure software, resolve technical issues, and provide faster, more reliable operational support.

Community Manager / Seller Support & Technical Operations - Amazon - Costa Rica

(2023-09 - 2025-04)

• Managed Amazon seller forum operations across multiple marketplaces, providing professional guidance, policy-aligned responses, and support direction to sellers.
• Moderated user-generated content to enforce policies, remove inappropriate content, address violations, and maintain a safe, productive support environment.
• Monitored seller discussions and community activity to identify recurring pain points, technical trends, content gaps, and opportunities to improve support resources.
• Escalated critical seller feedback to internal teams, helping strengthen product feedback loops, policy visibility, and overall forum experience.
• Updated internal documentation, FAQs, response guidance, and knowledge-sharing resources to improve consistency and speed of support.

Account Manager for Vendors / Technical Vendor Operations - Amazon - Costa Rica

(2014-09 - 2023-09)

• Supported vendor operations, onboarding, business development, and technical/process troubleshooting for Amazon Spain Books and the Advantage Program.
• Identified and prospected new vendors while negotiating contracts, commercial terms, advertising opportunities, Print-On-Demand solutions, Kindle/digital-platform options, and operational conditions.
• Reviewed, redesigned, and improved online guides, vendor-facing processes, internal SOPs, onboarding documentation, and support workflows for vendors and internal teams.
• Analyzed revenue, delivery-time, order-confirmation, selection, availability, and vendor performance data to identify low-metric vendors and define corrective actions.
• Created Excel pivot-table reporting from raw data to prioritize vendor outreach, detect operational defects, and support calls-to-action for sales and performance improvement.
• Investigated and corrected critical ASIN data issues, including release dates, vendor associations, and Spain fixed-price law attributes.
• Designed a Direct Sourcing Mix process to identify defects affecting revenue streams, operational costs, selection, vendor performance, and product availability.
• Served as a subject matter expert for SPS associates supporting Advantage and Vendor Central vendors, providing guidance on complex vendor cases and operational workflows.
• Represented the business in yearly International Book Fair activities in Madrid and Barcelona, supporting vendor relationships, onboarding discussions, and program visibility.

Assistant Project Manager | Amazon.MX Launch Project - Amazon - CR/MX/US collaboration

(2014-02 - 2014-09)

• Assisted project managers in creating SOPs, onboarding guidelines, and operational procedures for the launch of the Amazon Mexico marketplace.
• Tested and debugged web systems related to prospect registration, account setup, user management workflows, and launch-readiness processes.
• Coordinated with teams in the United States and Mexico to align implementation practices with Amazon global policies and marketplace standards.

WebStore and Payments Specialist - Amazon.com - Costa Rica

(2013-09 - 2014-02)

• Provided technical support for Amazon WebStore customers, helping end users understand platform setup requirements and resolve configuration issues.
• Explained and troubleshot DNS and HTML concepts in the context of Amazon-specific cloud/web services and e-commerce storefront behavior.
• Coordinated with higher-level technical teams to investigate unexpected platform behaviors, escalate defects, and improve customer resolution paths.

Business Technology Analyst and Coordinator - Pfizer Corporation - Panama

(2012-05 - 2013-07)

• Coordinated technical troubleshooting, vendor communications, escalations, and implementation support during Pfizer's CRM deployment in Panama.
• Managed incidents and change requests through HP Service Center, ensuring vendor-side technical issues were tracked and aligned to CRM implementation requirements.
• Analyzed errors between Pfizer systems and external partner systems to identify inter-system defects and coordinate remediation with appropriate stakeholders.
• Worked with project managers, vendors, logistics, legal, finance, IT, and external partners to resolve technical, financial, and operational implementation blockers.
• Investigated invoicing and accounting requirements with Panama government stakeholders to support CRM compliance alignment and implementation readiness.
• Managed weekly and monthly progress meetings, created meeting summaries, tracked action items, and used Microsoft Project to monitor resources and implementation progress.
• Administered local servers, database backup routines, maintenance activities, and collaboration services supporting project continuity.
• Designed, structured, and maintained a SharePoint collaboration site for Pfizer teams and vendors to contribute data related to new accounting and invoicing processes.
• Provided complementary IT and business technology support to logistics, legal, and finance departments during the project lifecycle.

Senior Technical Support Specialist - Pfizer Account - Hewlett-Packard - Costa Rica

(2011-05 - 2012-05)

• Provided Tier 2 technical support for Pfizer's enterprise IT environment, supporting incident resolution, collaboration tools, messaging, MDM/iOS support, and outage communications.
• Trained associates to troubleshoot Mobile Device Management issues affecting Pfizer employee iOS devices and helped standardize the support approach.
• Managed and coordinated incidents and change requests with Pfizer IT Level 2 teams using Remedy and HP Service Center workflows.
• Supported Active Directory, Microsoft Exchange, SharePoint, messaging, and collaboration platforms, including case triage and escalation to Level 3 resolver teams.
• Assisted in managing and updating dashboards for Pfizer global outage announcements to improve visibility during high-impact technical events.
• Created, reviewed, and improved KPIs, knowledge base articles, and internal troubleshooting documentation to improve support quality and consistency.

US PayPal Floor Support Lead / Senior Account Specialist - Concentrix - Costa Rica

(2010-08 - 2011-05)

• Monitored production floor activity, agent handle times, case volumes, call durations, survey results, and team metrics to identify performance gaps and coaching opportunities.
• Analyzed call center and support data using Excel pivot tables to create visibility into team and individual performance trends.
• Supported complex PayPal account investigations involving blocked or suspended accounts, payment behavior, credential login attempts, cookies, IP addresses, and risk indicators.
• Acted as intermediary between call center agents and headquarters fraud teams to resolve escalated account cases and improve support outcomes.
• Trained new hires on US credit card systems, payment processing, authorization workflows, and account-risk concepts.

General Manager - IK Solutions Company - Costa Rica

(2004-01 - 2010-08)

• Managed daily IT operations, technical service delivery, business processes, supplier coordination, billing, and administrative functions, ensuring reliable support for both B2B and B2C customers.
• Led personnel management, team coordination, workforce scheduling, and day-to-day supervision of technical support staff, optimizing resource allocation and service continuity.
• Provided Tier 1 and Tier 2 technical support for hardware, software, networking, and account-related issues, troubleshooting technical problems for business and individual customers.
• Served as the primary escalation point for complex technical issues, collaborating with vendors, suppliers, and internal stakeholders to drive effective problem resolution and minimize service disruptions.
• Managed the deployment, maintenance, and support of IT equipment, networking infrastructure, operating systems, and end-user technologies while ensuring operational reliability.
• Implemented and documented technical procedures, service workflows, and operational best practices to improve efficiency, standardize support processes, and reduce recurring issues.
• Built long-term relationships with customers, technology vendors, and business partners by delivering consultative technical support, proactive communication, and reliable service.
• Monitored operational performance, analyzed service trends, and identified opportunities to improve technical support processes, customer experience, and overall business operations.

Bachelor Degree - Business Administration - Universidad Fidélitas (2017 - 2021)

High School Bachelor Degree - Santa Cruz Bilingual Experimental High School (1994 - 2000)