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121
Powerful Habits of Wildly Successful Customer Service Providers, Part I
Every organization recognizes that superior customer service is a competitive advantage. Surprisingly, less than 10% offer customer service specific training to employees. This session explores the definition of customer service, why great service is a business necessity, and exactly what superior service looks like. Participants will receive education on how better customer service builds business relationships, retains customers, and creates more engaged employees. Attendees will also learn Jesse’s three vital steps for delivering effective customer service in every interaction.

Bio:
Jesse B. Good is the expert in Next Generation Customer Service. Years of hands-on expertise in customer success, call centers, and entertainment have allowed him to facilitate more than one million customer service experiences. He has worked with small businesses, international organizations on every continent, and Fortune 500 companies from Adobe to Zions Bank. With training and tools based on twenty years of on-going research, Jesse helps organizations drive rapid, sustainable, and measurable change in service performance to dramatically improve business results and cultivate loyal customer relationships.
8/24/2018 1:00 PM
96
150
Communication; Leadership; Project Management; Customer Service
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https://www.apexsystems.com/Events/PublishingImages/cognitive%20analytics-kirk%20born-360x360.png
129
Summary: summarizes the 5 levels of analytics maturity in organizations and how to derive insights from them: Descriptive, Diagnostic, Predictive, Prescriptive, Cognitive

Bio: Dr. Kirk Borne is the Principal Data Scientist and an Executive Advisor at global technology and consulting firm Booz Allen Hamilton based in McLean, Virginia. In those roles, he focuses on applications of data science, data management, machine learning, machine intelligence, modeling, and simulation across a wide variety of disciplines. He also provides leadership and mentoring to multi-disciplinary teams of scientists, modelers, and data scientists. In addition, he consults with numerous external organizations, industries, agencies, and partners in the use of large data repositories and machine learning for discovery, decision support, and innovation. Previously, he was Professor of Astrophysics and Computational Science at George Mason University for 12 years where he did research, taught, and advised students in data science. Prior to that, Kirk spent nearly 20 years supporting data systems activities on NASA space science programs, including a role as NASA's Data Archive Project Scientist for the Hubble Space Telescope and a term as contract Program Manager in NASA's Space Science Data Operations Office. Dr. Borne has a B.S. degree Summa Cum Laude in Physics from LSU, and a Ph.D. in Astronomy from Caltech. In 2016 he was elected Fellow of the International Astrostatistics Association for his lifelong contributions to big data research in astronomy. He has presented invited keynote presentations at many dozens of data science and analytics conferences globally. He is an active contributor on social media, where he has been named consistently among the top worldwide influencers in big data and data science since 2013. You can follow him on Twitter at @KirkDBorne.
8/31/2018 1:00 PM
81
300
Artificial Intelligence (AI); Business Intelligence; Data; Data Science; Digital
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246
*This session will be worth 1 Technical PDU until 9/5/2020!*

Abstract:
Meetings can be the bane or blessing of any project environment. From the opening seconds, they're an opportunity for success or failure. In this dynamic workshop, Carl hammers through the critical ways to encourage positive participation and to get those around you to actually look forward to attending!

This one-hour workshop drives home the powerful message of how to effectively turn mundane project meetings into something special. Carl walks through some of the critical success factors for running meetings with points that people will remember and with the efficiency to get the job done.

Speaker Bio:
Carl Pritchard is the principal and founder of Pritchard Management Associates. He is recognized lecturer, author, researcher, and instructor. As a lecturer he is considered a leading authority on risk and communications management and presents on a variety of management topics, ranging from project essentials to the complexities of network diagramming and team motivation. As an author and researcher, he has published articles on project management language, advances in risk management, and on the challenges of training on the Internet. His work as an instructor has taken him around the world, training with some of the leading international training organizations, as well as for private clients and the Project Management Institute®. He is the U.S. Correspondent for the U.K. project management journal, Project Manager Today.
9/5/2018 1:00 PM
93
300
Communication; Leadership; Management; Project Management; Business Analysis
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https://www.apexsystems.com/Events/PublishingImages/clusteringtechniques-kirk%20born-360x360.png
252
Summary: illustrates the power of one particular type of machine learning and data science -- clustering -- to bring value to organizations, including customer personalization and pattern discovery in big data

Bio:
Dr. Kirk Borne is the Principal Data Scientist and an Executive Advisor at global technology and consulting firm Booz Allen Hamilton based in McLean, Virginia. In those roles, he focuses on applications of data science, data management, machine learning, machine intelligence, modeling, and simulation across a wide variety of disciplines. He also provides leadership and mentoring to multi-disciplinary teams of scientists, modelers, and data scientists. In addition, he consults with numerous external organizations, industries, agencies, and partners in the use of large data repositories and machine learning for discovery, decision support, and innovation. Previously, he was Professor of Astrophysics and Computational Science at George Mason University for 12 years where he did research, taught, and advised students in data science. Prior to that, Kirk spent nearly 20 years supporting data systems activities on NASA space science programs, including a role as NASA's Data Archive Project Scientist for the Hubble Space Telescope and a term as contract Program Manager in NASA's Space Science Data Operations Office. Dr. Borne has a B.S. degree Summa Cum Laude in Physics from LSU, and a Ph.D. in Astronomy from Caltech. In 2016 he was elected Fellow of the International Astrostatistics Association for his lifelong contributions to big data research in astronomy. He has presented invited keynote presentations at many dozens of data science and analytics conferences globally. He is an active contributor on social media, where he has been named consistently among the top worldwide influencers in big data and data science since 2013. You can follow him on Twitter at @KirkDBorne.
9/14/2018 1:00 PM
82
300
Artificial Intelligence (AI); Data; Data Science
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286
 
A Java Developer’s Journey in Kubernetes Land
Deploying your Java application in a Kubernetes cluster could feel like Alice in Wonderland. You keep going down the rabbit hole and don’t know how to make that ride comfortable. This no-slide and code-only session will explain how a Java application consisting of different microservices can be deployed in a Kubernetes cluster. Specifically, it will explain the following:
• Show a Java application with three microservices
• How this application is packaged as a Docker image
• Create Kubernetes manifests
• How Helm charts are created and hosted in a Helm repository
• Test in a local environment such as minikube
• Attach debugger (may need to find out if tooling exists in this area)
• Install Istio in k8s, show service visibility
• Install k8s on AWS
• Migrate application from a local cluster to a cluster on the Cloud
• Setup deployment pipeline using CodePipeline
• Use an Alexa skill to scale the application
• Change application, show A/B using Istio

Bio:
Arun Gupta is a Principal Technologist at Amazon Web Services. He is responsible for the Cloud Native Computing Foundation (CNCF) strategy within AWS, and participates at CNCF Board and technical meetings actively. He particularly enjoys AMA on Containers and Serverless. He has built and led developer communities for several years at Sun, Oracle, Red Hat and Couchbase. He has extensive speaking experience in 40+ countries on myriad topics. Gupta also founded the Devoxx4Kids chapter in the US and continues to promote technology education among children. A prolific blogger, author of several books, an avid runner, a globe trotter, a Docker Captain, a Java Champion, a JUG leader, he is easily accessible at @arungupta on twitter.
 
9/24/2018 1:00 PM
99
300
Java; Programming
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289
Powerful Habits of Wildly Successful Customer Service Providers, Part II
82% of customers have stopped doing business with a company because of bad customer service that could have been prevented.
78% of consumers have bailed on a transaction because of bad customer service.
68% of customer churn could be avoided if the business resolved the customer’s issue during their first transaction.
With statistics like these, it is more important than ever to succeed at customer service; not just in initial interactions but also in resolving customer concerns. In this presentation, participants will learn how Jesse’s three vital steps can be utilized to address client concerns, resolve complaints, and ultimately create customer loyalty.

Bio:
Jesse B. Good is the expert in Next Generation Customer Service. Years of hands-on expertise in customer success, call centers, and entertainment have allowed him to facilitate more than one million customer service experiences. He has worked with small businesses, international organizations on every continent, and Fortune 500 companies from Adobe to Zions Bank. With training and tools based on twenty years of on-going research, Jesse helps organizations drive rapid, sustainable, and measurable change in service performance to dramatically improve business results and cultivate loyal customer relationships.
9/27/2018 1:00 PM
100
300
Communication; Customer Service; Leadership; Management
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277
Getting Started with Kubernetes
How do you manage multiple containers that may need to be scaled out over time? Kubernetes to the rescue! Kubernetes is popular open-source system for automating deployment, scaling, and management of containerized applications. In this webinar, Dan Wahlin will discuss the role that Kubernetes plays, describe key concepts such as pods, nodes, and deployments, and show how you can get started using Kubernetes locally or in the cloud. If you've heard about Kubernetes but haven't made time to learn more about it then this is the webinar for you!

Bio:
Dan Wahlin founded Wahlin Consulting (https://codewithdan.com) which provides training, consulting and architecture services on Web technologies such as Angular, Node.js, Express, JavaScript, TypeScript, C#, ASP.NET Core, Web API, Microservices, and Docker. He’s also published many developer courses on Pluralsight.com and Udemy.com. Dan is a Docker Captain, Google GDE, Microsoft MVP and Regional Director and speaks at conferences and user groups around the world.  Dan has written several books on Web technologies, hundreds of technical articles and blog posts (https://blog.codewithdan.com) and runs the "Code with Dan Web Development Newsletter" - a great way to stay up on the latest technologies. Follow Dan on Twitter @DanWahlin.
10/5/2018 1:00 PM
101
300
Programming
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258
*Talk will be worth 1 Leadership PDU until 10/10/2020!*

Session Abstract:
This session will focus on the required wide range of skills required to lead successful change initiatives. You will learn integrated ideas to immediately improve your ability to address the challenges that leading change of any type or scale.  Business & organizational agility, to include agile development transformations, can present unforeseen issues to can stall or kill your vision and goals. 

This program will show you was to leverage new skills to become more successful in achieving your goals and reducing stress.

Objectives:
1.       Learn the framework that leads to successful change that sticks.
2.       Understand the keys to organizing and executing your plans.
3.       Understand intelligent change management for results, satisfaction and growth.
4.       Practice these techniques to collaborate, obtain feedback and improve.

Join Kevin for this session of practical learning and some laughs along the way.

Bring your team, spouse, neighbor or work colleague, because the new leadership model is a team sport.

Leave with a new source for courageous leadership and REAL practices that improve the process of working together with real people. 

Biography

Kevin D. Martin, PMP, PMI-ACP brings nearly four decades of leadership and project/program/portfolio experience in Information Technology, Call Center Operations and Project Management disciplines.  Actively involved in the vision & growth of this global award winning Alamo PMI chapter, his focus is building and leading high performing teams to achieve business value and sustainable success.  His talents have benefited numerous Fortune 200 companies in the Oil and Gas, Banking, and Financial Services industries, in addition to various sports, volunteer and community service organizations.

Kevin is a graduate of St. Mary’s University – Bachelor of Applied Sciences and a holds a Master of Business Administration M.B.A.- Finance from St. Mary's University, San Antonio, Texas.  He is a graduate of the University of Virginia’s Darden Executive Education Program and the Leadership Development Program (LDP) at The Center for Creative Leadership. 

Mr. Martin is a member of the faculty at the University of Texas – San Antonio, with a focus on project management and agile business practices to develop future leaders for delivering organizational and business value through innovation and continuous learning.

As a leadership thought leader and international speaker in high demand, he enjoys the variety and challenges at every scale of complexity and business development.  You can connect with him on social media, facilitating teams, through mentoring or discussing timely topics over food and drink with other friends and colleagues.

A long-time resident of San Antonio, Kevin is a voracious business & leadership reader and leader in community and civic organizations. He is a devoted husband to his wife of 38 years - Cheryl, and they are blessed with three adult children, Jennifer, Matthew and Allison, all of them are leaders in their own chosen professions.
10/10/2018 1:00 PM
95
300
Communication; Leadership; Management; Project Management
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290
Exploring Java 9: Part I
Java 9 is by far the biggest change to the Java language, the JDK, and the JVM. In this two part series we will explore the improvements, the additions. and the advances. In part I we will look at the language level changes and the addition of new and highly valuable methods in the JDK. We will also discuss the benefits of the Java REPL—JShell.

About the speaker
Dr. Venkat Subramaniam is an award-winning author, founder of Agile Developer, Inc., creator of agilelearner.com, and an instructional professor at the University of Houston.
He has trained and mentored thousands of software developers in the US, Canada, Europe, and Asia, and is a regularly-invited speaker at several international conferences. Venkat helps his clients effectively apply and succeed with sustainable agile practices on their software projects.

Venkat is a (co)author of multiple technical books, including the 2007 Jolt Productivity award winning book Practices of an Agile Developer. You can find a list of his books at agiledeveloper.com. You can reach him by email at venkats@agiledeveloper.com or on twitter at @venkat_s.
10/30/2018 1:00 PM
97
300
Java; Programming
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291
Exploring Java 9: Part II
Java 9 is by far the biggest change to the Java language, the JDK, and the JVM. In this two part series we will explore the improvements, the additions. and the advances. In part II we focus on Java Modularization. We will look at the need for modularization, discuss the benefits it offers, and with a series of examples build and use Java 9 modules. We will also discuss how to transition from pre-Java 9 to Java 9 modules.

About the speaker
Dr. Venkat Subramaniam is an award-winning author, founder of Agile Developer, Inc., creator of agilelearner.com, and an instructional professor at the University of Houston.

He has trained and mentored thousands of software developers in the US, Canada, Europe, and Asia, and is a regularly-invited speaker at several international conferences. Venkat helps his clients effectively apply and succeed with sustainable agile practices on their software projects.

Venkat is a (co)author of multiple technical books, including the 2007 Jolt Productivity award winning book Practices of an Agile Developer. You can find a list of his books at agiledeveloper.com. You can reach him by email at venkats@agiledeveloper.com or on twitter at @venkat_s.
11/5/2018 1:00 PM
98
300
Java; Programming
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263

*This webinar will be worth 1 Leadership PDU!*
Getting clear, concise, accurate requirements is the most difficult part of business analysis because people are unique and requirements are complex. This presentation provides tips and techniques for improving your requirements elicitation practices by better preparing for requirements gathering sessions.
• Consider unique stakeholder characteristics and how best to communicate with each individual
• Prepare for discussions with stakeholders about requirements by focusing on one type of requirement at a time
• Use intense, active listening to pick up on stakeholder concerns, assumptions, and differentiate between needs and wants

About Barbara Carkenord, CBAP®, PMI-PBA®, PMP®, PMI-ACP®, SAFe® POPM

Barbara is a leader in the business analysis profession providing training and consulting to help companies improve their analysis maturity, consistency, and effectiveness. She combines her entrepreneurial and business analysis experience with her love of education to promote the development of the business analysis practice. Barbara serves on the board of directors for the International Institute of Business Analysis (IIBA). During her career Barbara co-founded two successful companies and worked in varied industries including manufacturing, financial services, real estate, and software development. Barbara has worked as a leader, mentor, consultant, trainer, and instructional designer. She has written numerous books, articles, blogs, and training manuals all aimed at helping professionals enhance their skills including Seven Steps to Mastering Business Analysis.

Throughout her career Barbara has been passionate about enabling people and organizations to succeed through analysis. Analytical thinking allows organizations to increase their process efficiency and improve the quality of their products. Beginning her career in software development, early assignments allowed her to design systems which streamlined employee processes, increased the quality of information, and improved customer relationships.

Barbara’s focus on critical thinking and increasing business value drove her to help define the business analysis profession. As an early IIBA Member, she worked on the development of the worldwide standard for business analysis, the BABOK® Guide.
11/16/2018 1:00 PM
104
300
Business Analysis; Project Management; Quality Assurance / Testing; Leadership
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298
**This session will be worth 1 Strategic PDU (Category B, self-report) until 11/29/2020!**

Many organizations are faced with project execution and experience high cost overruns and challenges to deliver the anticipated value. In working with many clients and reading study after study a root cause points to requirement issues. It could be missing requirements, too many requirements, conflicting requirements, or multiple interpretations of the same requirement.

In the end this challenge and struggle relates to how organizations are making and communicating decisions before, during and after projects. Decisions need to be made with the right information available at the right time.

In this session, Kupe will be discussing Decision Making. One of your main responsibilities is to help others make better decisions, and to make decisions yourself. If decisions are not made during a project nothing can get accomplished. Easier said than done right? Making a decision, especially when there isn’t consensus can be interesting to say the least. However, there are tools that can be used to help facilitate decision making – tools that will lead you and the team to the right decision. After this session, you will look at your role in a whole new light.

Session Objectives
• The Importance of Decision Making to increase the success of projects
• When you need to make decisions and the tools to help make them
• How you help others make decisions

Bio:
As the founder of KupeTalks, Kupe’s main objective is to help you connect, collaborate, and be ready for the future. For the past 20 years, Kupe has been helping organizations achieve business value with an improvisational advantage.

Kupe is an author, keynote speaker, coach and a trained improv actor. Some think Broccoli & Cheetos is an odd combination, but you will be delighted with Kupe’s combination of laughter and learning. Kupe is a connector and has a goal in life to meet everyone! So, drop what you’re doing and connect with him on LinkedIn now. Why are you still reading this…connect with Kupe?!
11/29/2018 1:00 PM
102
300
Management; Leadership; Project Management; Business Analysis
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300
The confidence gap is real. Research shows that compared with men, women don’t consider themselves as ready for promotions, they predict they’ll do worse on tests, and they generally underestimate their abilities. Success, it turns out, correlates just as closely with confidence as it does with competence. So, how can women take control, increase professional confidence and Stop Settling? And how can you, as leaders, impart these lessons to your own employees?
Leslie Vickrey, CEO and Founder of ClearEdge Marketing, and Co-Founder of ARA (Attract, Retain and Advance women in tech), will share data from a women in tech survey that reveals the number one piece of advice for women revolves around being confident, along with real-world examples of her own experiences as well as those she’s mentored over the years.
Leslie will also interview special guest Dana Shaw-Arimoto, Executive and Leadership Team Coach, Advisor, Speaker, Author & CEO and Founder of Phoenix5 and the Stop Settling® movement, to share how the Stop Settling movement was born of a perfect storm of convergence and what you can do to help you and your employees achieve the success they desire.
In prep: If you haven’t seen Amy Cuddy’s TED Talk around Power Posing and body language as it relates to confidence, we encourage you to watch it in advance of the webinar: https://www.ted.com/talks/amy_cuddy_your_body_language_shapes_who_you_are.
You can also take Dana’s 5-minute Stop Settling quiz (optional!) to determine where you are making unconscious decisions and/or trade-offs in life. https://phoenix5th.com/stop-settling 
12/4/2018 1:00 PM
105
300
Communication; Leadership
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300
An integral part to any DevOps effort involves automation. No longer do we wish to manage tens, hundreds or even thousands of servers by hand, even if that were possible. What we need is a programmatic way to create and configure servers, be those for local development, all the way to production.

This is where tools like Ansible come into play. Ansible offers us a way to define what our server configurations are to look like using plain-text, version-controlled configuration files.

Not only does this help with avoiding “snow-flakes”, but it promotes server configuration to participate in the SDLC, pulling server configuration closer to the developers.

In this session, we will explore what Ansible has to offer, decipher the Ansible terminology, and run some examples to configure a local server.

About the speaker
Raju Gandhi is a programmer, consultant, speaker, trainer and all around nice guy. He has worked in the software industry for over 15 years, with experience in both government and private sector. He is a strong advocate of functional programming, and a proponent of immutability across both hardware and software. You can find him online on twitter as @looselytyped, as well as his blog, https://www.looselytyped.com. He’s a speaker for the No Fluff Just Stuff Java conference series, who host UberCon, RichWeb, ArchCon, Angular Summits, etc., and does about 20 conferences a year. In his spare time, you will find Raju reading, playing with technology, or spending time with his wonderful and significantly better half.
12/13/2018 1:00 PM
103
300
Programming

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Always Something Going On!

Apex offers multiple Toolbox Talks (our webinar program) monthly for our contract employees, candidates and clients. These Talks are presented by industry experts, including well-known authors and conference speakers in their respective fields, to do a mixture of highly technical, project management or business analysis sessions. Many of these Talks are worth PDUs (PMI certs), CDUs (IIBA certs), and CEUs (CompTIA certs). All of our webinars are free!

Have questions, issues or didn’t receive registration confirmation/log-in information for an event?

Email contractorcommunity@apexsystems.com!

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