With over two decades of experience in IT support, Paul A. Wright combines technical expertise with a genuine passion for helping others solve problems. As an IT specialist at Inland Empire Health Plan (IEHP), Wright’s area of expertise is in customer service and support. The job combines two things he loves to do: connecting with people and fixing human difficulties with information technology.
A Passion for Fixing Things
Wright enjoyed building and taking things apart at a young age. Though he started with Lego bricks, he soon graduated to disassembling things like his parents’ television. Luckily, he had parents who carefully tolerated the process of taking something apart and putting it back together. They loved his enthusiasm and encouraged him even when he appropriated his dad’s stereo equipment and bought wire at RadioShack so he could use it in the garage.
“I always liked playing with technical equipment, and I’ve always loved helping people. I enjoy blending those roles within my position as a help desk representative. My function is as a help desk. You give me a call, and I’ll get to see if I can solve that problem. No matter what place or role I served in any company, that’s what I really relish. Taking your problem and seeing if I can solve it,” Wright says.
Wright holds multiple certifications, including CompTIA Secure Infrastructure Specialist (CSIS), CompTIA A+, CompTIA Network+, CompTIA Security+, and CompTIA IT Operations Specialist. He is currently pursuing coursework to obtain a bachelor’s degree in information technology administration and management from Western Governors University. Once he receives his degree, he plans to transition into managerial roles in the IT sector.
Engaging With Technology and People
Wright has 25 years of experience in his career, which he began in the US Army as a network systems operator. He transitioned to the private sector and worked as a Geek Squad agent before serving as a desk technician and, later, an applications specialist at Arrowhead Regional Medical Center. He credits the ARMC leadership for guiding his progression there. His additional professional experience includes roles in the private sector, governmental, insurance, and healthcare institutions.
As someone who enjoys interacting with people, Wright has developed a special rapport with those who call him for technical assistance at the various companies where he has worked.
“I take great pride in trying to get to know people quickly over the telephone. This helps me within my role as a service desk representative. I have to develop a rapport with people quickly. I will often ask you over the phone, ‘Hey, what do you do? Where are you from? What music do you like?’ I do this for small talk while I’m doing the computer work that needs to be done,” Wright explains.
Wright’s desire to connect with others runs deep and has been shaped by his professional roles and his military background. He served in the U.S. Army as a specialist at Fort Bragg, North Carolina, from 2001 to 2005, and deployed to Afghanistan and Iraq, experiences that instilled in him a strong sense of discipline and service.
Reflecting on these values, Wright approaches the fast-growing field of artificial intelligence (AI) in IT with a measured perspective.
Artificial Intelligence on the Horizon
Like many industries, IT is moving toward the implementation of artificial intelligence in company systems. Wright has interacted with people who initially seek help from AI before coming to him. He informs them that he knows the solution to their IT problems, but if they want to, they can waste their time on AI instructions.
“It’s still really important that people are in this process and for everyone to know that AI is a really good resource to get things started, but it’s not the solution. I hope my industry continues to keep those people passionate about creating things for other people. It’s not just a way to make a box and walk away. I am very concerned that we place too much trust in technology and walk away from actually having conversations with people,” Wright says.
For his extensive IT skills and service orientation, Wright was honored with inclusion in Marquis Who’s Who in 2025. With a commitment to service and continuous learning, he will continue to make a meaningful impact in the information technology field.
