Meet the ‘Angel of Information Technology’

Becky Nguyen

Computer Engineer

Becky Nguyen spends her days helping colleagues go from frazzled to functioning again: If your mobile device is on the fritz, she’s the one who will figure out what’s wrong.

“Becky is professional, dedicated, kind and funny. She oozes initiative,” says Randy Marrone, Becky’s manager, and head of the Mobile Engineering team. “One customer even called her the Angel of Information Technology.”

Becky, who joined Aetna in 1991, primarily supports colleagues who have a corporate-issued device or are enrolled in the BYOD (bring your own device) program.

“She often interacts with people at their worst,” Randy says. “They’ve been without a working device, sometimes for days, and Becky has to overcome their frustration and ire and build their trust.”

Becky’s secret to success just might be her patience. “My explanations are very simple. Perhaps that makes it easier for folks who are not tech savvy,” Becky says. She helps 60 to 80 colleagues weekly.

Growing up in Vietnam in the 1980’s Becky was tomboy, she says: “I carried heavy water buckets and chopped wood,” she says. It wasn’t until she was older that she was exposed to IT. “I attended online classes and learned on the job.”

Today, Becky goes out of her way to educate colleagues while she gets them back up and running again. One of her favorite tips: Reboot your device weekly — it can clear out glitches. Plus, she documents and shares cases with her team to help them better assist colleagues.

Kind, patient and knowledgeable

When Inna Meltser who leads CVS Healthspire’s Partnerships & Strategy, couldn’t access corporate email and Teams on her mobile device, an issue multiple people weren’t able to resolve over two days, she was referred to Becky.

“Becky was absolutely wonderful to collaborate with and tremendously helpful,” Inna says. “She spent over an hour walking me through various troubleshooting techniques. She didn’t give up until the problem was solved.”

“The best part of my job is helping people when they think their problem will never be resolved,” Becky says. “I’m grateful for a supportive team and every opportunity when I’ll get a chance to make a difference.”

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