BRUNO CUTRUPI
Sandton
Summary
A proactive and dynamic IT leader with over 16 years of experience in the IT industry. My career is defined by a proven ability to lead, optimize, and manage complex IT operations across industry leaders like Mimecast and SYNAQ. I excel in transforming client needs into exceptional service experiences and thrive in high-pressure environments by balancing multiple priorities with technical acumen.
Overview
16
16
years of professional experience
1
1
Certification
Work History
SaaS Operations Specialist
SYNAQ
08.2024 - Current
- Platform Governance: Managing and optimizing the functioning of enterprise SaaS tools to drive business efficiency.
- Compliance Architecture: Leading data security, access control, and compliance monitoring for GDPR and HIPAA.
- Systems Integration: Architecting API integrations and process optimization to enhance operational productivity.
- Infrastructure Reliability: Executing performance monitoring and deep-tier troubleshooting for high-impact issue resolution.
- Financial Operations: Delivering usage analytics and KPI reporting to drive SaaS cost optimization.
Support Manager/Customer Success Manager
SYNAQ
04.2021 - 08.2024
- Operational Leadership: Developed a high-performing support team to international standards, ensuring consistent client satisfaction.
- Strategic Growth: Led Customer Success initiatives, focusing on client onboarding, relationship building, and expansion through security feature upsells.
- Process Engineering: Designed and executed projects for continuous improvement of Support Desk policies and processes.
Support Team Lead/2nd Tier Support Engineer
SYNAQ
07.2017 - 04.2021
- Advanced Systems Support: Collaborated with Core and DevOps engineers to troubleshoot major infrastructure issues.
- Technical Mentorship: Trained internal staff and clients on complex product features and Managed Linux Services (MLS).
- Service Governance: Managed Support Team SLAs and handled major client escalations for senior management.
1st Tier Support Engineer
SYNAQ
09.2016 - 07.2017
- Deep-Tier Troubleshooting: Specialized in ZIMBRA open-source mail platform faults and backend infrastructure diagnostics.
- Infrastructure Integration: Configured SMTP send connectors, LDAP connectors for Azure Office 365, and custom client environments.
Service Engineer (SaaS Infrastructure Integration)
MIMECAST
09.2015 - 09.2016
- Cloud Solutions: Specialized in Mimecast Cloud service integration for Microsoft Exchange and Active Directory systems.
- Log Analysis: Utilized SMTP log analysis to isolate and resolve complex back-end infrastructure issues.
Rapid Response Troubleshooting Engineer
INTERNET SOLUTIONS
04.2012 - 08.2015
- Expert Problem Solving: Managed resolution of complex technical issues involving Cisco Routing (OSPF, BGP) and internet faults.
Global Service Centre Agent
INTERNET SOLUTIONS
02.2010 - 03.2012
- Incident Management: Executed Tier 1 troubleshooting and prioritized high-severity issues within strict service levels.
Education
BBA - Business Administration And Management
IMM Graduate School of Marketing
Johannesburg, South Africa01.2009
IMM Diploma - undefined
Institute of Marketing Management
01.2007
Skills
- Operational efficiency
- Planning and coordination
- Cross-functional communication
- Project management
- Risk mitigation
- Process planning
- Process documentation
- Business forecasting
- Teamwork and collaboration
- Experience in leadership
- Problem-solving
- Process improvement
Accomplishments
- Built and led high-performing support organisations (6–10 engineers) aligned to international SaaS service standards
- Reduced escalation volumes and improved resolution times through structured governance, training, and process design
- Owned and optimised enterprise-grade email security platforms in regulated and high-volume environments
- Led the implementation of Zoho One as a unified ERP, integrating CRM, finance, support, provisioning, and billing workflows
- Designed and governed enterprise-level BRDs and operational frameworks to enable faster onboarding, accurate provisioning, and scalable execution
Certification
- ITIL 4
- Sendmarc Certification
- Leadership Training
- Data Analysis
- A+/N+
Timeline
SaaS Operations Specialist
SYNAQ
08.2024 - Current
Support Manager/Customer Success Manager
SYNAQ
04.2021 - 08.2024
Support Team Lead/2nd Tier Support Engineer
SYNAQ
07.2017 - 04.2021
1st Tier Support Engineer
SYNAQ
09.2016 - 07.2017
Service Engineer (SaaS Infrastructure Integration)
MIMECAST
09.2015 - 09.2016
Rapid Response Troubleshooting Engineer
INTERNET SOLUTIONS
04.2012 - 08.2015
Global Service Centre Agent
INTERNET SOLUTIONS
02.2010 - 03.2012
IMM Diploma - undefined
Institute of Marketing Management
BBA - Business Administration And Management
IMM Graduate School of Marketing
Personal Information
- Date of Birth: 1985-01-12
- Nationality: South Africa & Italian