Misty Mae Durfee, M.S.
Misty White · Misty Gomez · Misty Moore
I spent nine years at the Department of Homeland Security making a complicated system work better for the people it served: writing requirements, clearing backlogs, and building the procedures others relied on. Since then, I’ve learned what it’s like to be on the other side of systems that don’t work, and I’ve spent those years studying why.
I have an M.S. in Psychology and a B.S. in Business, and I’m developing HSII-SB, a way of looking at how people, process, and technology carry load together. People matter. That’s where I start.
Work history
- 2026 – now
AI evaluation contracts, Mercor
Generalist expert and writer. Evaluating AI-generated responses for reasoning, accuracy, and completeness.
- 2026 – now
HSII-SB
Developing approaches for identifying operational friction, requirements gaps, continuity risks, and human–technology failures. More on the research.
- 2018 – 2026
Family, study, and independent research
Raised my family, earned my B.S. and M.S., and learned firsthand what happens when the systems meant to protect people fail them. Studied human factors, organizational systems, and operational continuity along the way.
- 2009 – 2018
Program Specialist, Transportation Security Administration (DHS)
DHS Traveler Redress Inquiry Program (DHS TRIP): business systems analysis, quality assurance, and process improvement.
- Developed functional requirements for the Redress Management System; performed user acceptance testing and QA
- Helped eliminate a backlog of 36,000+ communications and set up substantially faster response workflows
- Coordinated requirements and data-integrity practices across TSA, CBP, Secure Flight, and other federal partners
- 2014 detail to U.S. Customs and Border Protection: 35+ SOPs, about 10% less administrative work
- 2005 – 2008
Before federal service
Front desks, fitness studios, a car dealership, and cosmetology school. Building filing systems and training new staff along the way.
Letters and recognition from federal service
Commendation, CBP Redress Team
- Created CBP dashboards in the TRIP Redress Management System, decreasing administrative tasks by over 10 percent
- Developed over 35 standard operating procedures, adopted by all DHS TRIP components
- Evaluated the CBP case vetting process and recommended changes to TRIP
“Through your diligence and dedication, the DHS TRIP process has been greatly improved, which allows the Redress Team to more effectively address the concerns of travelers.”
John P. Wagner, Acting Assistant Commissioner, Office of Field Operations
Read the full letterTraveler Facilitation Task Force
Part of the original working group behind “Know Before You Go,” a joint traveler website from TSA, CBP, USCIS, ICE, the State Department, and DHS headquarters, called “a ‘first’ for the U.S. Government.”
“Your advice and support were key to the success of this cross-Component effort, and the Task Force generally.”
Michelle M. Benecke, Director, Traveler Facilitation Task Force
Read the full letterLetter of recommendation
“Ms. Moore has a natural curiosity and an interest in fully understanding information presented to her.”
John S. Miller, Supervisory Federal Air Marshal
Read the full letterTeam Award, Secure Flight
Recognized as part of the Secure Flight team.
Read the full awardEducation
Master of Science in Psychology
Graduation with Distinction.
View the diploma (image)
Bachelor of Science, Business Administration, Management
Certifications
ICAgile Certified Professional, Agile Fundamentals (2017). Train-the-Trainer certificate, Association for Talent Development (2016).
General studies
Dean’s List. English Composition: A, with a note from the instructor:
“Great work & a pleasure having you in class. Keep writing.”
Musical theatre studies
Tap Dance: A. American Civilization: withdrew, to make room for tap. No regrets.
Where it started: the stage
Lead roles as Maria in The Sound of Music, Cinderella, Milly in Seven Brides for Seven Brothers, and Marsha in Let’s Murder Marsha. All-state cast honors at the Wyoming State Drama Tournament. Drama Club president. A member of “Blackout,” a sign language troupe that performed across the Rocky Mountain region.
Mr. Keller
“She worked with challenges and was never afraid to tackle a project that is difficult.”
Alan L. Keller, Theater Instructor and Drama Coach
Read the full letterSamara Sramek, vocal coach
Originally from Randolph, Massachusetts, she toured the U.S. with theatre troupes for almost a decade before opening her own recording studio in Wyoming.
“She is a ‘doer,’ as opposed to one who just ‘talks’ about taking action.”
Samara Sramek, Sound Ideas Studio
Read the full letter