Saas Fundamentals: A Guide to Modern Cloud Solutions

David Hanes, CCIE No. 3491, is a principal engineer in the SaaS Support Engine at Cisco, supporting the Cisco Technical Assistance Center (TAC). Specializing in SaaS, Internet of Things (IoT), and collaboration technologies, he is focused on workflow innovation, solution architecture, and technical solution development. David is the coauthor of two books: IoT Fundamentals: Networking Technologies, Protocols, and Use Cases for the Internet of Things (Cisco Press, 2017) and Fax, Modem, and Text for IP Telephony (Cisco Press, 2008).

He has contributed to industry standards bodies such as the IETF and the SIP Forum and holds more than 50 patents, both pending and issued, across the domains of collaboration, IoT, security, AI/ML, wireless, and sustainability. David's technical leadership is recognized globally, and he has been invited to speak at numerous international conferences on collaboration and IoT topics. At Cisco Live, the company's flagship customer event, he has delivered more than 30 presentations and has earned seven Distinguished Speaker awards as well as induction into the Hall of Fame.

Since joining Cisco in 1997, David has served as a TAC engineer and team lead for both the WAN and Multiservice Voice teams, and as an escalation engineer specializing in a wide range of VoIP technologies. He has resolved complex collaboration issues for many of Cisco's largest customers worldwide. Prior to Cisco, David began his networking career as a systems engineer at Sprint, where he worked with frame relay and X.25 protocols. He holds a bachelor of science in electrical engineering from North Carolina State University.

Omar Santos is a distinguished engineer at Cisco focusing on artificial intelligence (AI) security, cybersecurity research, incident response, and vulnerability disclosure. He is the cochair of the Coalition for Secure AI (CoSAI) and a board member of the OASIS Open standards organization. Omar is also the chair of the OpenEoX and the Common Security Advisory Framework (CSAF) technical committee. His work led the creation of the CSAF ISO standard.

Omar's collaborative efforts extend to numerous organizations, including the Forum of Incident Response and Security Teams (FIRST) and the Industry Consortium for Advancement of Security on the Internet (ICASI). Omar is the cochair of the FIRST PSIRT Special Interest Group (SIG) and was the lead of the DEF CON Red Team Village for several years.

Omar is the author of more than 25 books, 20 video courses, and more than 40 academic research papers. His work in cybersecurity is also recognized through multiple granted patents. Prior to Cisco, Omar served in the United States Marines focusing on the deployment, testing, and maintenance of Command, Control, Communications, Computer, and Intelligence (C4I) systems.

Paul Giralt, CCIE No. 4793, is a distinguished engineer in the Cisco Security and Trust Organization (S&TO) focused on making Cisco's software secure; however, he spent most of his decades-long career at Cisco supporting all aspects of Cisco's collaboration portfolio, from the early days of CallManager 3.0 to modern-day, cloud-based collaboration, including Webex. He has spent much of his career helping customers accelerate the adoption of Cisco technologies and solutions, working with Cisco's largest collaboration deployments and working closely with engineering on improving product serviceability and cross-architecture product integrations. Paul has spent years designing, troubleshooting, and diagnosing issues on some of the largest and most complex Cisco collaboration deployments. His current focus is on making industry-leading changes to the security posture of Cisco products in the face of evolving threat actor sophistication leading to network infrastructure that is resilient to attacks.

Paul holds a degree in computer engineering from the University of Miami, is the author of multiple Cisco Press titles, is an IETF contributor, and holds numerous patents in collaboration and networking technologies.

Chad Patterson is a technical leader in Cisco's Customer Experience SaaS Engine, with more than 12 years of expertise in cloud collaboration technologies, SaaS security, and full-stack observability. He specializes in supporting and innovating across many Cisco products, including Webex and Telepresence, building solutions that enable customers and support teams to detect and resolve issues faster.

Chad is recognized for his contributions to technical innovation, having developed software tools and workflows that streamline troubleshooting and enhance customer outcomes. He is a prolific author of technical documents, white papers, and training materials, and has been responsible for developing and delivering curriculum to launch new collaboration and IoT support teams.

An active participant in Cisco's technical community, Chad has presented at major industry conferences, including Cisco Live and Cisco Impact, where he leverages his domain knowledge to empower customers and sales teams. He is also dedicated to mentoring colleagues and driving cross-functional innovation within Cisco's Customer Experience organization. Chad holds a bachelor of science in electrical engineering and a bachelor of science in computer engineering from North Carolina State University.