When technology meets creativity, innovation thrives. The Service X Factor podcast welcomes Reham Darwiche, Power Platform Lead at Intralox, who embodies this perfect harmony between technical expertise and creative problem-solving.

Reham takes us through her remarkable journey from discovering Microsoft Dynamics in college to becoming a respected leader in the field. What makes her story particularly compelling is how she describes technology as her canvas – ”I'm an artist in my own IT department.” This unique perspective shapes her approach to complex problems and has propelled her rapid career advancement from consultant to lead architect in just four years at Hitachi.

Drawing from her extensive field service implementation experience, Reham challenges conventional wisdom with a provocative statement: field service implementations should follow waterfall methodology, not agile approaches. She explains how the deeply interconnected nature of field service components requires holistic planning from the start. Similarly, her insights into Resource Scheduling Optimization reveal important limitations for companies with specialized travel requirements, like technicians who fly rather than drive to customer sites.

Perhaps most fascinating is Intralux's innovative use of AI to solve a seemingly impossible business challenge. Unable to place identification markers on conveyor belts due to food safety regulations, Reham's team developed an AI model that identifies belt specifications from photographs. This solution significantly reduces customer downtime while easing the burden on support teams – demonstrating how AI can solve tangible business problems beyond the hype.

The conversation takes an inspiring turn as Reham discusses representation in technology fields. As a mother raising two daughters, including one already interested in coding, she passionately advocates for women in tech. Her advice to ”know your worth and speak up your value” resonates beyond gender boundaries, encouraging all professionals to recognize their unique contributions.

Ready to learn from one of the most insightful voices in the Microsoft ecosystem? Subscribe to our podcast for more conversations that blend technical expertise with human-centered wisdom. And don't miss Reham's upcoming presentation at the Regional Summit in Columbus on August 22nd, where she'll share valuable lessons from Intralox's eight-year implementation journey.

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