Sarah Dawoud
Calgary
Summary
Visionary Senior Solutions Architect skilled in complex problem-solving and business process analysis. Track record of successfully implementing technology innovations and improving operational efficiency through strategic enhancements and robust stakeholder engagement.
Overview
13
13
years of professional experience
Work History
Senior Solutions Architect
Telus
Calgary, AB
01.2026 - Current
- Evaluated emerging technologies, recommending adoption strategies to improve operational efficiency and effectiveness.
- Conducted assessments of existing systems, identifying areas for improvement and implementing strategic enhancements.
- Collaborated with cross-functional teams to enhance system integrations and optimize performance.
- Led workshops with clients to gather requirements, ensuring alignment between business goals and technical capabilities.
- Provided technical leadership during critical system migration projects, ensuring minimal downtime and seamless transitions for endusers.
- Collaborated with sales teams to support pre-sales activities, providing technical expertise during client presentations and negotiations.
- Transformed legacy systems through modernization initiatives that resulted in improved functionality while reducing maintenance overhead costs.
- Spearheaded technology innovation initiatives to stay ahead of industry trends and maintain a competitive edge in the marketplace.
- Conducted comprehensive system audits to identify areas for improvement, leading to enhanced security measures and optimized performance.
Customer Solutions Architect
Telus
Calgary, AB
07.2024 - 01.2026
- Collaborated with cross-functional teams to gather requirements and define technical specifications.
- Evaluated and recommended technology stacks to enhance system performance and scalability.
- Implemented best practices for integration of services within existing infrastructure.
- Provided technical guidance and support during project lifecycle, ensuring adherence to standards.
- Assisted in documentation of solution architectures, enhancing team knowledge sharing and project continuity.
- Facilitated seamless communication between technical teams and non-technical stakeholders by effectively translating complex concepts into understandable terms for all parties involved in projects.
- Delivered high-quality solutions on time and within budget through diligent adherence to project scope, timelines, and resource constraints.
Client Services Manager
Telus
Calgary, AB
04.2022 - 07.2024
- Developed and implemented client onboarding processes to enhance customer experience.
- Collaborated with cross-functional teams to address client needs and ensure service delivery.
- Managed client accounts, providing ongoing support and resolving issues proactively.
- Analyzed client feedback to refine service offerings and improve satisfaction rates.
- Facilitated regular meetings with clients to discuss progress, challenges, and strategic goals.
- Established key performance indicators to monitor client engagement and service effectiveness.
Information Technology Project Coordinator
Microserve
Calgary, AB
04.2021 - 04.2022
- Coordinated project schedules and resources to ensure timely completion of deliverables.
- Assisted in developing project plans, tracking progress, and reporting on key milestones.
- Facilitated communication between stakeholders, ensuring alignment on project goals and objectives.
- Managed documentation related to project activities, maintaining organized records for team reference.
- Supported budget management by monitoring expenses and forecasting resource needs effectively.
- Implemented process improvements to enhance team efficiency and streamline workflows.
- Organized project meetings, prepared agendas, and documented meeting outcomes for future reference.
Service Coordinator
Sure Systems
Calgary, AB
03.2019 - 04.2020
- Monitored service metrics to assess performance and identify areas for operational enhancements.
- Facilitated cross-department collaboration to resolve complex client issues, ensuring timely solutions and maintaining service quality.
- Led initiatives aimed at optimizing resource allocation, contributing to improved project outcomes and client retention rates.
- Analyzed feedback data from clients to inform strategic decisions, driving continuous improvement in service offerings.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Coordinated and monitored service activities to confirm work met all requirements.
- Communicated with clients and service providers to provide updates on work progress.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Streamlined service coordination processes for improved team productivity and response times.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
Branch Manager
Hertz
Calgary, AB
06.2019 - 02.2020
- Led branch operations, ensuring adherence to company policies and procedures.
- Mentored staff, fostering professional development and enhancing team performance.
- Streamlined rental processes, improving customer service efficiency and satisfaction.
- Analyzed branch performance metrics to drive strategic decision-making and operational improvements.
Sales And Service Associate
Hertz
Calgary, AB
07.2018 - 06.2019
- Managed vehicle rentals and returns, ensuring compliance with company policies and procedures.
- Provided exceptional customer service, resolving inquiries and issues to enhance client satisfaction.
- Conducted vehicle inspections and maintenance checks, maintaining fleet quality and safety standards.
- Trained new associates on operational procedures and customer service best practices, fostering team efficiency.
Caseworker
Salavation Army
Calgary, AB
10.2016 - 01.2018
- Assessed client needs to determine eligibility for services and resources.
- Developed individualized service plans to address specific client challenges and goals.
- Coordinated with community organizations to facilitate client access to support services.
- Provided crisis intervention and emotional support during critical client situations.
- Monitored case progress for timely completion and compliance with applicable regulations.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
Administrative Assistant
Core Laboratories
Calgary, AB
10.2012 - 10.2016
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Facilitated cross-departmental communication, organizing meetings to discuss project progress and align objectives.
- Developed filing system for historical documents, preserving important company records and improving access to information.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Education
Bachelor of Applied Science - BASc - Computer Information Technology
Al-Quds Open University
Palestine03-2009
Skills
- IT strategy development
- Process improvement
- Visionary thinking
- Complex Problem-solving
- Operations management
- Stakeholder communication
- Technical project management
- Data integration strategies
- Client relationship management
- Business process analysis
- Cross-functional team leadership
Languages
English
Full Professional
Arabic
Native or Bilingual
Hebrew
Elementary
Timeline
Senior Solutions Architect
Telus
01.2026 - Current
Customer Solutions Architect
Telus
07.2024 - 01.2026
Client Services Manager
Telus
04.2022 - 07.2024
Information Technology Project Coordinator
Microserve
04.2021 - 04.2022
Branch Manager
Hertz
06.2019 - 02.2020
Service Coordinator
Sure Systems
03.2019 - 04.2020
Sales And Service Associate
Hertz
07.2018 - 06.2019
Caseworker
Salavation Army
10.2016 - 01.2018
Administrative Assistant
Core Laboratories
10.2012 - 10.2016
Bachelor of Applied Science - BASc - Computer Information Technology
Al-Quds Open University